Operations Team Lead

March 15

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product quality • user feedback • quality monitoring • customer feedback • bug detection

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

💰 $30M Series B on 2021-09

Description

• Learn and understand technical concepts and our platform and solutions • Perform problem analysis and deliver concise resolutions • Be the point of contact to help champion our customers and help to rally internal team members towards issue resolutions and data processing • Initiate creative solutions to resolve problems • Ability to work to specified KPIs and performance expectations • Understanding and practical experience with mobile platforms • Management or lead experience • Familiarity with major operating systems (Windows, Mac OSX, etc), mobile systems (iOS/Android), support programs (zendesk, salesforce, etc), and web browsers (Chrome, Safari, Explorer, etc) • Strong work ethic with a focus on customer satisfaction • Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers • Excellent verbal, written, and interpersonal skills • English - proficient in reading and writing • Strong attention to detail • Self-motivated with ability to work independently as well as thrive in a virtual team environment • Strong commitment to working in a support role with a virtual team • Constant communication with your team and other departments to keep an open dialogue going at all times • Flexibility with special projects from time to time • Ability to work to specified KPIs and performance expectations • Must have access to a reliable personal computer/laptop and high-speed internet • Creative • Resourceful • Detail-oriented • Highly organized • Team cheerleader • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment • Ability to operate independently

Requirements

• 3-5 years of customer support experience • Bachelor’s degree, experience working in an evolving, fast paced, high-growth environment, Engineering skills/knowledge, data labeling for machine learning • Strong work ethic with a focus on customer satisfaction • Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers • Excellent verbal, written, and interpersonal skills • Familiarity with major operating systems (Windows, Mac OSX, etc), mobile systems (iOS/Android), support programs (zendesk, salesforce, etc), and web browsers (Chrome, Safari, Explorer, etc) • English - proficient in reading and writing • Strong attention to detail • Self-motivated with ability to work independently as well as thrive in a virtual team environment • Strong commitment to working in a support role with a virtual team • Constant communication with your team and other departments to keep an open dialogue going at all times • Flexibility with special projects from time to time • Ability to work to specified KPIs and performance expectations • Must have access to a reliable personal computer/laptop and high-speed internet

Benefits

• Flexible/unlimited vacation • Medical coverage through BlueSheild and Kaiser • Dental and Vision coverage through Beam • 401(k) Plan • Life insurance • FSA and Dependent Care FSA Plans • $50/month internet/cell phone/equipment reimbursement • Generous leave policies • Thrive Market - company paid membership and $50/month stipend (for remote US employees only) • Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead! (In place of an Equinox membership, we can offer $100/month as a wellness benefit) • Continuing education reimbursement • Stock Options • Snacks and dog friendly office environment • Weekly team dinners in office