Support Operations Manager

5 - 7 years experience  • 

Salary depends on experience
Posted on 05/22/18
San Francisco, CA
5 - 7 years experience
Salary depends on experience
Posted on 05/22/18

People across North America choose Getaround to help them safely rent cars from friends, colleagues, neighbors, and strangers. As Getaround’s Happiness Operations Manager, you will ensure delivery of an extraordinary customer service experience. We're looking for bright, energetic, and passionate individuals to help grow and lead our team. 
On a day-to-day basis, you'll play an essential role in delighting our customers, building out new tools and processes to enhance team member performance and experience. We need you to have an eye for details, be willing to go the extra mile, and be a bright and energetic communicator. 

What you’ll be doing:

  • Mining support data to ensure optimal resource coverage across multiple channels, tiers, and international teams
  • Developing internal tools and business processes to enhance team member performance and experience while improving operational efficiency
  • Developing internal tools and processes to support new product features and updates
  • Managing relationships and improving performance of managed service providers in the U.S. and abroad
  • Vetting and developing relationships with new managed service providers as needed
  • Optimizing Zendesk Insights, building reports and dashboards, and performing ad hoc data analysis to identify trends and help drive business decisions
  • Gathering, organizing, reporting, and sharing feedback from customers and your team
  • Resolving Tier 4 escalated customer support inquiries, identifying areas for process, policy, and product improvement

Requirements:

  • University or equivalent degree
  • 5+ years customer service experience in a startup environment
  • Excellent verbal and written communication skills
  • Analytical and data-focused: able to break down complex data sets, identify trends and problems, and drive solutions
  • Expert with Zendesk Insights and GoodData
  • Proven success in project management
  • You're a strong collaborator and trainer, able to engage the team in effectively implementing improvements
  • You’re self-motivated: you see problems and independently drive solutions
  • You’re flexible about working occasional evenings and weekends
  • You’re a proactive learner excited to acquire new skills

Nice-to-have’s:

  • Passion for cars, transportation, and tech
  • Experience working in a fast-paced tech startup
  • Proficiency with SQL

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