Technical Operations Manager
6 giorni fa
Should be able to understand Web3 technology & Advertising Job SummaryAs the Operations Manager for Technical Operations and Community Management you willtake charge of our technical support operations community engagement and customerexperience processes. You will play a key role in managing inbound customer supporttickets building robust SOPs and process flows and ensuring a wellstructured frameworkfor community management and user interaction. This role requires you to work closely withcrossfunctional teams including engineering product and marketing to ensure thatcustomer issues are addressed efficiently and that we maintain a vibrant engaged usercommunity. Key Responsibilities1. Technical Operations Management: Ticket Management: Oversee the customer support ticketing system (e.g. ZendeskJira Intercom) ensuring tickets are properly triaged assigned and resolved withinset SLAs. Escalation Management: Handle escalations for critical technical issuescollaborating with engineering and product teams to ensure swift and effectivesolutions. Service Level Agreements (SLAs): Monitor and ensure adherence to SLAs for ticketresponse and resolution times continually aiming to improve team performance andcustomer satisfaction. Process Documentation: Build and maintain Standard Operating Procedures (SOPs)and process flows for technical operations ensuring scalability and efficiency as theteam grows. Root Cause Analysis: Investigate recurring technical issues performing root causeanalysis and collaborating with product and engineering to implement longtermsolutions.2. Inbound Customer Support: Customer Queries: Manage and optimize inbound support processes ensuring allcustomer inquiries are handled promptly via multiple channels (email live chat socialmedia etc.). SOPs & Frameworks: Create and refine SOPs and process frameworks tostandardize how customer inquiries and technical issues are addressed across theteam. Training & Mentorship: Train support team members (or hire new team members ifscaling) to ensure they adhere to processes and deliver excellent service. Feedback Loop: Establish a feedback loop to relay customer insights and challengesto the product and engineering teams for continuous improvement. Metrics Reporting: Track and report on key support metrics such as ticket volumesresponse times and customer satisfaction (CSAT).3. Community Management: Community Engagement: Build and implement a community management frameworkthat fosters engagement across platforms like forums social media and communitychannels (Slack Discord etc.). Supportive Environment: Ensure the community is wellsupported by creatingprocesses and structures for handling user feedback FAQs and product education. Content Development: Collaborate with marketing to develop educational contentand FAQs that assist community members in troubleshooting issues and making themost of our product. User Events: Organize virtual events such as webinars product demos and Q&Asessions to engage users and provide product updates. Feedback Gathering: Continuously gather and prioritize community feedbackaligning user needs with the product development roadmap. Moderation & Support: Ensure that community questions and concerns areaddressed promptly escalating issues as necessary to relevant teams.4. Process Improvement & Documentation: SOP Development: Design and document SOPs for all areas of technical operationsand community management ensuring smooth processes for support handling andcommunity engagement. Process Optimization: Identify inefficiencies in customer support workflows andcommunity engagement processes then implement process flows and tools toimprove them. Framework Creation: Develop a scalable framework for managing communityinteractions ticket resolutions and customer feedback that evolves with thebusiness.5. CrossFunctional Collaboration: Collaboration with Engineering: Work closely with engineering to ensure thattechnical issues flagged by customers are resolved quickly and effectively. Product Team Interface: Relay customer feedback and pain points to the productteam for future feature development and UX/UI improvements. Marketing Collaboration: Partner with marketing and community team to highlightcustomer success stories communitydriven product feedback and product updates.Requirements: 5 years of experience in technical operations community management or customersupport within a SaaS environment. Proven experience in creating and managing SOPs process flows and frameworksto scale customer support and community engagement. Customer Support Tools: Expertise with support tools such as Zendesk IntercomJira or similar ticketing systems. ProblemSolving Skills: Strong analytical and problemsolving skills with experiencein performing root cause analysis and improving support processes. Community Management: Experience in managing online communities or usergroups across platforms such as Slack Discord or social media. Excellent Communication: Strong written and verbal communication skills for internalteam coordination and customer interactions. Technical Aptitude: A solid understanding of technical concepts with the ability toexplain issues to nontechnical stakeholders and customers. MetricsDriven: Ability to track and report on key support and communityengagement metrics including CSAT NPS and ticket resolution times. CrossFunctional Collaboration: Proven ability to work effectively with engineeringproduct and marketing teams.NicetoHave Skills: Experience with SaaS analytics tools for tracking customer metrics (e.g. CSAT NPSFirst Response Time Time to Resolution). Prior experience in scaling customer support or community teams. Familiarity with community management software
customer,management,community engagement,operations,customer support,teams,metrics,technical operations,stakeholder management
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