Customer Support Operations Tools Lead

$90,000 - $115,000/Yr

Flex - New York, NY

Full-time - Mid Level

New York, NY

Computer and Electronic Product Manufacturing

About the position

The Customer Support Operations Tools Lead at Flex is responsible for managing and optimizing customer service technology tools to enhance the efficiency of customer support operations. This role involves collaboration with various teams to ensure seamless integration and functionality of tools like Zendesk and Slack, while also focusing on data analysis and project management to drive improvements in customer service performance.

Responsibilities

• Oversee and manage the configuration, customization, and operation of customer service technology tools such as Zendesk and Slack.
• Provide technical support and troubleshooting for customer service tool-related issues.
• Use data analytics to monitor and improve customer service performance and identify trends.
• Lead projects related to technology tool updates, integrations, and customizations.
• Assist with the development of training materials and documentation for team members on customer service technology tools.
• Ensure customer data is handled securely and in compliance with data privacy regulations.
• Facilitate relationships with technology vendors and participate in service agreement negotiations.
• Proactively identify opportunities for improvement in customer service operations.

Requirements

• 2-5 years of experience with tools/application administration and/or support.
• Strong proficiency in customer service technology tools such as Zendesk, Ada, and Slack.
• Excellent problem-solving and troubleshooting skills.
• Strong project management and organizational skills.
• Data analysis expertise to drive data-driven decisions.
• Ability to communicate technical concepts clearly to non-technical team members.
• Commitment to data security and privacy best practices.
• Working knowledge of RESTful API principles.

Nice-to-haves

• Experience with Sigma for data analysis.
• Familiarity with customer journey mapping.

Benefits

• Stock options
• Paid holidays
• Health insurance
• Unlimited paid time off
• Dental insurance
• 401(k)
• Paid time off
• Parental leave
• Vision insurance