Customer Service Operations Manager
Contentsquare is a global SaaS technology startup that empowers brands to build better digital experiences for all. We’ve been experiencing tremendous growth within the past few years as our team has grown from 300 to 750 employees, and have recently raised a $190M Series D funding in 2020. In addition, we have 7 main offices across the world (Paris, NYC, London, Tel Aviv, Munich, Tokyo, Singapore) with 700+ clients globally including many accounts from the global Fortune 100. We can tell you that this growth is not going to stop here, we still are looking for great talent like you to join our family!
Not to brag but… we have been recognized by Gartner as one of the four most innovative ecommerce technologies in the world, and featured in Wired Magazine as one of Europe’s hottest startups.
If you love what you see already, we can guarantee you will love us even more once you learn more about us!
Contentsquare is looking for a Customer Service Operations Manager to help our support team to be more productive, work more effectively, and deliver better service to our customers. The primary goal of the Contentsquare’s Customer Service Operations Manager is to create clarity and simplicity in the support environment, where support agents can do their work without being distracted or delayed by problems with tooling, processes, or logistics, and where management can understand at any given moment the main business blockers and the bottlenecks for resolution.
With a critical customer service role within the Support organization. The Customer Service Operations Manager will work with different teams in the organization including R&D, Product, CS, Sales and marketing, to drive efficiency and provide timely and accurate updates on main KPIs and OKRs. This position offers a great opportunity for an individual to grow their career within the growing customer support team. Contentsquare’s Customer Service Operations Manager should be technically skilled, love solving problems and be a creative thinker.
If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your operational and project management skills, we want to meet you.
What you’ll be doing:
- Define and streamline processes and workflows for support
- Evaluate support data to help assess the organization’s performance.
- Leverage the data to help forecast support evolution
- Build Dashboards to create visibility to support management and company executives
- Gather and analyze information, evaluate impacts, drive decisions accordingly
- Define and design needed tools to help make delivering support easier and better
- Work with vendors, pick tools that exist in the market and work with internal developers to have the best-in-class tools and metrics for the Support organizationTrain and educate the support team using the data at hand
What you'll need to succeed:
- Deep knowledge and experience using Zendesk, Jira and Salesforce
- 3+ years working experience in a Project Management role in a tech environment
- Experience in customer support practices and methodologies
- Experience creating & writing workflow and support processes
- Strong analytical skills
- Experience in providing customer facing support to Enterprise Accounts - Plus
- Ability to establish and maintain strong relationships with a variety of internal stakeholders
- Experienced in working in a web, SaaS environment - plus
- Understanding of cross-functional relationships and processes critical to driving issue resolution.
#LI-SAPIR
Why Should You Apply to Contentsquare?
✅ Our mission is focused on empowering everyone to create better experiences for all in the digital world.
✅ We invest in our employees through career development & opportunities, social events, philanthropic activities, and competitive benefits.
✅ You get to collaborate with and learn from smart and creative people around the globe.
✅ We are in this together #TeamSpirit.
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:
- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues.
- Generous paid time-off policy (every location is different)
- We offer many benefits in various countries -- ask your recruiter for more information!
- Competitive parental leave policy (it can vary depending on geographic locations)
- Fun office culture with a big opportunity to make an impact on our growing global team, culture, including a Culture - Crew for every country to organize regular outings such as game nights, movie nights, and happy hours
#Uniqueness is embedded in our DNA as one of our core values, and we welcome everyone to apply to our positions.
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data are used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.
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