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    Support Operations Manager - New York, United States - Findigs

    Findigs
    Findigs New York, United States

    2 weeks ago

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    Description


    Who we areFindigs is on a mission to make renting work for all of us: to support every path, and simplify the way forward.

    We're making every aspect of renting fairer, stress-free, and more convenient by changing the fundamentals of renting.
    Our digital rental application offers a safe and seamless way to apply and get approved for your next home.

    We specialize in developing software and services for property managers nationwide, empowering them to deliver exceptional service to renters, while evaluating applications with unmatched speed and precision.

    The TeamOur Support team is responsible for addressing technical issues for both enterprise and consumer Findigs users.

    In addition to day-to-day inquiries, the team is charged with improving their processes to better meet user needs, providing feedback from users back to customer-facing and development teams, and prioritizing ongoing training to ensure team members are equipped to provide the best user experience.

    The RoleWe are seeking an innovative Support Operations Manager to join our team. You'll be instrumental in refining our support strategies and elevating the overall customer journey.

    Collaborating closely with Customer Success and Onboarding teams, you'll ensure seamless transitions and exceptional experiences for our clients at every touchpoint.

    Leveraging your expertise in data-driven insights and streamlined processes, you'll work hand-in-hand with the product and engineering teams to develop cross-functional processes that enhance our support workflows, manage customer feedback loops, and drive excellence in customer service as we continue to scale.


    Where you will make an impact:

    Establish data analysis and reporting process to identify trends, areas for improvement, and opportunities for enhancing the overall support strategyRegular reporting on standard metrics to key internal stakeholdersImprove support workflow and processes, e.g.

    ticket management, escalation procedures, and resource allocationIdentify / mitigate potential customer and team risksEstablish processes with all teams to streamline/prevent escalations and help develop cross-team standard operating proceduresDevelop scalable support processes and implement strategies that can adapt to growth with minimal interruptionEnable and perform support agent QA - implement tools to monitor agent interactions, and provide agent feedbackQualifications of a successful candidate:5+ years of experience in a customer-facing support or support operations role at a SaaS company2+ years experience in a people management or mentorship roleDeep familiarity with standard support metrics, strategies, and workflowsDeep familiarity of at least one major support service system provider, e.g.

    Salesforce Service Cloud (preferred), Zendesk, Kayako, etcTroubleshooting expert with a drive to investigate and identify solutions to technical issuesFamiliarity with support system add-ons, i.e.

    QA, automations, knowledge AI, shift planning, etcExperience in integrating tools into a main systemProven ability to lead, coach, and motivate support teams both technically and professionally; fosters a positive and collaborative work environment.

    Effectively interprets big-picture customer support data and makes data-driven decisions.

    Effectively interacts with off- and on-shore support teams; collaborates with cross-functional departments including engineering and product management; proactively address issuesAdept at identifying and resolving challenges in support workflows and customer interactions.

    Deep understanding of customer satisfaction principles and a commitment to delivering an exceptional customer experienceNice-to-haves:Experience working with off-shore support teamsProject management experienceExperience with Salesforce, Jira/AtlassianExperience with Property Management SystemsExperience in real estate, property management, or apartment rental industryWhat we offer:We are a mission driven company with a balanced and enjoyable workplaceCompetitive base salary + Pre-IPO equity + BenefitsUnlimited paid time off - a minimum of two weeks required + mental health Friday once a month + 100% healthcare coverage, 401k matching up to 5%, gym comp, and snacks for days$130,000 - $150,000 a yearCompensation disclosure as required by NYC Pay Transparency Law.

    Like our users, we come from a wide variety of backgrounds
    • Diversity, inclusion and being open to learning constantly means we have and hire great people.
    Diversity and inclusion make our team, our culture and our work stronger - we're committed to continuing this as we grow.

    We are an equal opportunity employer and as such all applicants will be considered based solely upon merit and directly relevant professional competencies.

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