Operational Systems Manager

Company Description
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune. 

Salary Range:

Customer Operations is responsible for analyzing and reporting on customer trends, training and enabling our workforce, and improving our internal resources to provide an excellent support experience for both our customers and members of the Customer Experience organization.

As our Operational Systems Manager, you’ll be accountable for maintaining and optimizing our current chatbot instance, providing customer insights across the organization, and partnering with others across the Operations organization to enhance our data reporting.

Our chatbot is provided by Ada and is maintained through Ada’s interface, and contains integrations to Zendesk, Slack, and Calendly. Engaging with our chatbot is often the first step in a customer journey with our Support and Resolutions teams, so we prioritize this experience at the benefit of our community.

This role will partner closely with our Quality Strategist and Zendesk Systems Manager to ensure that we can offer a chatbot experience to customers that addresses their concerns in the best possible way. The Operations Team is a highly collaborative team, and expect to learn as much from you as you may learn from us!

This is a full-time position located in Chicago, reporting to the Senior Manager of Customer Operations. Our hybrid work model offers flexible workplace policies that can accommodate work from home candidates who can work a hybrid schedule, with no more than 2 days per week in-office.

Responsibilities:

• Optimize performance of our Ada chatbot instance.

• Provide additional support to our Zendesk instance, including but not limited Zendesk integrations within our Ada chatbot, as well as supporting data reporting initiatives within Zendesk Explore.

• Collaborate across Product, Engineering, and Brand teams ensure initiatives across the organization have accompanying chatbot initiatives.

• Identify and implement opportunities to impact operational metrics.

• Maintaining product knowledge while operating in line with evolving CX standard methodologies.

• A myriad of other tasks that come with a rapidly growing business.

Requirements:

• Extensive experience with declarative and generative chatbot systems.

• Extensive experience in taking large amounts of data and distilling it into actionable insights.

• Experience with Google Analytics recommended.

• Experience with Zendesk and data analytics tools, such as Zendesk Explore and Looker.

• Excellent collaboration and communication skills.

• The ability to learn new programs, type quickly and generally multitask on a computer.

Qualifications:

• Previous experience in a solution-oriented customer service role.

• Experience providing support via a live chat service like Zendesk Chat/Agent Workspace.

• Excellent written and verbal communication skills.

• The ability to learn new programs, type quickly and generally multitask on a computer.

• Ability to work full-time hours: Monday-Friday, 9am-5pm CT.

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:
● 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
● Life, AD&D, and supplemental long-and short-term disability insurance
● A matching 401(k)
● A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
● Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft, LinkedIn Learning and Codecademy
● 18 weeks of gender-neutral parental leave for the birth or adoption of a child
● Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
● Paid sabbatical program
● $1,000 annual work/life stipend
● Access to free supplemental online mental health services and meditation apps
● Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!