Customer Experience Operations Manager

Description

accessiBe is the market leader in web accessibility that makes websites accessible to people with disabilities. accessiBe is more than a workplace, it’s a passion. Each day you’re surrounded by people who share the same goal and values, who work endlessly to break down accessibility barriers.

As a Customer Experience Operations Manager, you will play a crucial role in ensuring the smooth and efficient functioning of our support operations. You will be responsible for overseeing customer support infrastructural project management and prioritization, as well as identifying opportunities for process and system improvements.

Responsibilities:

• Analytics, Planning and control- Design, create, and maintain support KPIs, reports and dashboard to provide data to support best decision making.

• Project Management/Prioritization: Coordinate, prioritize and manage various projects related to support operations, including but not limited to process improvements, system implementations, and training initiatives.

• System Ownership: Quickly familiarize yourself with support systems (Zendesk, Salesforces), tools and technologies, and become proficient in their usage to streamline support processes. Zendesk advanced Admin skills are required as the Zendesk business owner in the company

• Process and tools Improvement: Continuously identify areas for improvement in support operations, develop action plans, and implement changes to enhance efficiency, productivity, and customer satisfaction.

• Cross-functional Collaboration: Collaborate with other business and operations teams, such as customer success, product, and sales, to gather insights, address issues, and ensure alignment in support operations.

• Training and Development: Develop and deliver training programs to support reps, ensuring they have the necessary skills and knowledge to provide outstanding support.

• Knowledge Management: Establish and maintain comprehensive knowledge management practices, documentation and knowledge base resources and Process to enable agents to access accurate information efficiently.

Requirements

• 3-5 years of experience as a Business/Support/Success Operations Manager

• Knowledge Management and methods experience.

• System Administration- Zendesk and Salesforce - strong advantage.

• Strong Data analytics skills.

• Excellent English – reading, writing, and speaking.