Customer Support Operations Manager

Tel Aviv

Responsibilities

  • Oversee and maintain our customer support operation
  • Own key projects and initiatives for Support from ticket management optimization to data analysis
  • Administer our Chat, Phone line, Jira, Zendesk and QA tools
  • Collaborate with the Director of Customer Success Operations to ensure an accurate forecast and reliable hiring model for Customer Support operations
  • Partner with cross functional teams in the Customer Success department to ensure a fully operational environment for the Support and Technical Account Managers team
  • Strengthen our dashboards and reporting systems to empower customer support leaders with data to take smart decisions
  • Collect takeaways from our clients’ tickets to drive what we need to focus on in the next documentation and product releases
  • Automate manual and time-intensive processes across our ticketing platform and troubleshooting tools
  • Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
  • Collaborate with the Customer Success team to ensure the support team has access to the tools and training materials to become experts in the support of the product
  • Monitor and improve our survey program across Zendesk
  • Manage internal documentation for support team to share knowledge and help with the onboarding process of new support engineers
  • This position reports to the Director of Customer Success Operations and will work very closely with the Head of Technical Support

Qualifications

  • 2-4+ years in an Operations role within a technical Customer Support environment
  • Minimum of 1 year experience with Zendesk  (or competitor platform) including platform settings and Admin tools
  • Experience analyzing traditional customer support metrics and KPIs in an omnichannel service delivery model
  • Experience with Zendesk (or competitor platform) is a must have
  • Experience with Jira, Salesforce, Tableau and Asana is highly preferred
  • Ability to multitask and pivot when necessary in a fast-paced environment
  • Excellent communication and organizational skills
  • Ability to make data-driven decisions in line with strategic initiatives
  • Familiarly with SQL and its application in Athena and Snowflake is a plus
  • Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
 

 

We don’t skimp on the perks

We invest in our team, making sure everyone is taken care of – from mental and physical health and wellness to ensuring a healthy work-life balance. Here’s a few of our favorites ;)

  • Employee wellness programs
  • Learning and development programs
  • Equipment stipends to comfortably work from home
  • Hybrid work model
  • Generous paid time off

At Dynamic Yield, our strength lies in our talent. Some of the world’s biggest brands rely on our innovation-led team to empower them to build transformative customer experiences. That’s why we’ve built a globally-recognized, people-centric, award-winning company. And with teams across six countries collaborating to build best-in-class technology, we’re looking for exceptional talent that is ready to be part of something great.

Dynamic Yield is an environment that welcomes all races, sexual orientations, ethnic and cultural backgrounds. As an Equal Opportunity employer, we strive to build a workplace that caters to all personality types.

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Customer Support Operations Manager - Tel Aviv - 4344560