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Customer Support Operations Tools Lead

Remote: 
Full Remote
Contract: 
Full time
Salary: 
90 - 115K yearly
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

2-5 years experience in tool admin/support, Strong skills in Zendesk, Ada, Slack, Proven problem-solving and troubleshooting skills, Project management and organizational capabilities, Data analysis expertise for decision-making.

Key responsabilities:

  • Manage and optimize customer service tools
  • Provide technical support and troubleshoot issues
  • Analyze data to improve service performance
  • Lead projects for tool updates and integrations
  • Develop training materials and ensure compliance
Flex logo
Flex Financial Services Scaleup https://www.getflex.com/
201 - 500 Employees
About Flex
Flex is a simple app that’s changing the way the world pays and collects rent. Our technology makes the 1st of the month easy for renters and properties. For renters, we pay the rent on the 1st and let you pay it back when it works better for your budget. We help you buy some time (or whatever else you’re eyeing). For properties, we help you collect more and stress less. And we do the previously impossible by turning rent collection into a marketable amenity. WHAT WE STAND FOR •We believe you should be able to choose when you pay your bills. The flexibility of buy-now-pay-later has forever changed the way the world makes purchases. We believe the same flexibility should be available for one of life’s #1 expenses: rent. •We believe in the win-win. We like helping people keep commitments. With our technology, properties get the rent and renters get the time. The future is flexible. •We believe in the end of rent regret. Sharing human spaces used to be easier. But then payment came into the picture and rent regret was born. The worst part of rent regret is that it separates us from each other. We’re committed to solving rent regret forever.
See more Flex offers

Job description

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2024 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the role

We are seeking a dynamic and experienced Tools Lead to join our team. This role will be responsible for the effective management, configuration, and optimization of our customer service technology tools to ensure seamless and efficient customer support operations. You will work closely with the customer service team leadership, product, engineering, IT, and vendors to deliver an exceptional customer service experience.

What you’ll do
Key Responsibilities
  • Technology Tool Management: Oversee and manage the configuration, customization, and day-to-day operation of customer service technology tools:
    • Zendesk - triggers, SLA setup, billing, and all other relevant functions
    • Slack - keep workflows up and running and establish better reporting functionality for questions channels
    • Ada - ensure continued functionality and improvement of declarative bot and testing for GAI bot.  
    • Own integration planning between third-party tools and Flex internal systems 
    • Work to increase functionality and drive efficiency for internal and BPO agents
    • Stampbot - improve functionality and ensure consistent experience across all tickets
    • Enterprise reporting - help maintain dashboards and reporting requests for CS and other depts
    • New Tools - identify new tools that will increase efficiency and improve customer experience
  • Technical Support: Provide technical support and troubleshooting for customer service tool-related issues, ensuring minimal downtime and disruptions
    • EX: Email, phone, and chat functionality in Zendesk
  • Data Analysis: Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions to enhance the customer experience
    • Utilize existing reporting dashboards or request new functionality to identify tooling gaps
  • Project Management: Lead projects related to technology tool updates, integrations, and customizations. Ensure projects are completed on time and within budget
    • Manage inbound requests for tools improvements submitted by operations teams
  • Training and Documentation: Function as the tools SME to assist with the development of training materials and documentation to educate team members on effective use of customer service technology tools. Provide training and ongoing support as needed
  • Security and Compliance: Ensure that customer data is handled securely and in compliance with data privacy regulations. Implement best practices in data security and privacy
  • Vendor Relationships: Facilitate relationships with technology vendors, participate in the negotiation of service agreements, and stay informed about product updates and developments
  • Continuous Improvement: Proactively identify opportunities for improvement in customer service operations, and implement changes to enhance tooling and processes - including addition of new tools (or budget requests for such tools when necessary)
  • Customer-Centric Approach: Collaborate with the Customer Success team to understand the customer journey and use technology tools to enhance customer satisfaction
  • Cross-Functional Collaboration: Work closely with product, engineering, customer service representatives, and other departments to ensure the smooth operation of technology tools
Key qualifications
Experience:
  • 2-5 years of previous experience with tools/application administration and/or support
  • Strong proficiency in Customer Service technology tools such as:
    • Zendesk, Ada, Slack, and Sigma
  • Proven experience in managing and configuring customer service technology tools
  • Excellent problem-solving and troubleshooting skills
  • Strong project management and organizational skills
  • Data analysis expertise to drive data-driven decisions
  • Ability to communicate technical concepts clearly to non-technical team members
  • Commitment to data security and privacy best practices
  • Working knowledge of RESTful API principles 

The salary compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. This is a commission earning role.

For working locations in NY/NJ/CA, the base salary pay range will be $100,000 -$115,000

For all other states, the base salary pay range will be $90,000 -$105,000

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

  • Competitive pay
  • 100% company-paid medical, dental, and vision
  • 401(k) + company stock options
  • Unlimited paid time off with a PTO minimum + 13 company paid holidays
  • Parental leave 
  • Flex Cares Program: Non-profit company match + pet adoption coverage
  • Free Flex subscription

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Financial Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportCross-Functional CollaborationData SecurityProject ManagementContinuous Improvement ProcessSlack (Software)RESTful APIVendor Relationship ManagementZendeskAda (Programming Language)Customer Information SystemsData Analysis

Other Skills

  • Problem Solving
  • Verbal Communication Skills
Are you interested?

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