Support Operations Manager

San Francisco, Remote

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OpenPhone

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Do you love creating workflows and automated processes? Do you have a passion for creating delightful customer experiences? Do you thrive in autonomous, fast-paced environments? Do you want to make a major impact at a high-growth startup?
We're looking for an experienced Support Operations Manager to join as a founding member of our support operations team. As a Support Operations Manager, you'll be responsible for supporting the day-to-day operations, tooling, and workflows of the support team. Working directly with Support Team Leads and the Head of Support, you'll design and scale our best-in-class customer experience.
In this role, you'll define and streamline processes and workflows, build new and optimize existing support tooling, create and implement support training, own the internal and external support documentation, and evaluate support metrics to measure and monitor the support team's performance over time.

Here are some of the things you'll do

  • Develop and improve upon support processes and workflows to support the growth and scalability of the support team
  • Build impactful internal tools using no-code solutions like Airtable, Retool, Zapier, Notion, and more
  • Collaborate with support leads and the Head of Support to create the best possible customer experience for our users
  • Optimize and automate a high-volume support queue, creating systems to prioritize and route tickets according to business impact
  • Create and maintain the onboarding, training, and education processes for the support team
  • Draw insights from support requests to create external support documentation, macros, automation, and saved replies
  • Identify operational inefficiencies and implement process improvements to improve the speed and quality of support
  • Collect and analyze all support data and utilize that data to measure and improve our customer experience
  • Assist with the design and rollout of new support channels
  • Work with our data team to create internal dashboards to draw insights into the customer support team and processes
  • Help design and scale the support operations team at OpenPhone

About you

  • You have 2-4 years of experience in working in a support operations or support leadership role
  • You're a wizard with Zapier and are excited to become an expert in other no-code tools (Bonus points for experience with Retool, Airtable, and Notion)
  • You are excellent with data analysis and reporting (Bonus points if you're great with SQL)
  • You’ve demonstrated skills and passion for building a world-class customer experience
  • You have a track record in creating sensible processes and automations
  • You have experience utilizing Zendesk (or a comparable help desk solution) to create and optimize workflows
  • You have strong organizational skills and are excited about building internal documentation and guides that scale
  • You have exceptional written and verbal communication skills
  • You are excited about being a part of an early-stage company and want to build alongside a team of passionate people
  • You have a Bachelor Degree or something you feel is equivalent
  • While you can be based anywhere in the world, most of our customers are in the US & Canada. We're looking for someone able to work either PST, EST, or CST hours.

  • There's no such thing as a 'perfect' candidate. We're looking for an optimist with grit and determination, who is excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply to us even if you don't 100% match the exact candidate description.
About OpenPhone
OpenPhone is a new type of business phone. Our mission is to help people communicate better and be more productive.
We’re backed by Y Combinator and the best venture firms including Craft Ventures, Slow Ventures, Kindred Ventures, and others. We're serving thousands of businesses around the world and growing quickly. We take a lot of pride in providing an exceptional customer experience and a product people love. Our customers rated us #1 on all possible categories on G2 Crowd.
We're a distributed team working from around the world - San Francisco, Seattle, Ottawa, Moscow, Manila, Sydney, and many more.
We are committed to creating an inclusive workplace that values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Job perks/benefits: Startup environment
Job region(s): North America
Job stats:  9  5  0

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