Client Operations Support Manager
Location: US, CA, Palo Alto
Department: Client Operations
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Computer Software
Function: Customer Service
Company profile: Declara is focused on bringing data to life. Our technology platform uses machine learning, search, algorithms and recommendations to develop learning paths for individuals, making learning a constant discovery.Learning isn't just our product, it's what we do everyday. Work with a small focused team. You'll push and be pushed. Tackle the toughest technical challenges as you create products that can transform organizations across the globe. Do something meaningful. We're changing how the world nurtures and develops talent. We are located in Palo Alto, Boise and Mexico.
Description: The candidate should have a passion for figuring out how things work and teaching others, and the drive and ownership to work in a startup environment. The candidate should possess strong interpersonal skills with an emphasis on teamwork, ownership, initiative and integrity. It is critical to have high energy, enjoy working in a fast-paced environment, and be flexible and able to react to changing situations by prioritizing and delivering in a deadline-oriented environment.JOB RESPONSIBILITIESBi-lingual is a plus! English primary but speaks another language (Spanish or Portuguese, etc.)If needed be available to travel 10%-20% of time (domestic and international) to visit call center locations, Declara Clients, and Declara offices.Be the point of contact for the Call Center in regards to the Declara platform, on-going support issues, training, and escalation management.Coordinate with call center operations on the quality control efforts to identify coaching opportunities that are appropriate for re-training of call center staff.Must be data driven! Gather and analyze user feedback and platform issues and channel back to Declara team by providing daily, weekly, monthly high level reports.Monitor call center targets and create programs around improving call center KPI's (Productivity, FCRR, CSAT, NPS)Create and manage user support documentation and training to keep internal and external users up to date with the Declara platform.Responsible for the creation of FAQ’s, Knowledgebase articles, agent standard responses, categories for tracking issues and updating the Knowledgebase, Help Center, etc.Work alongside Implementation Team to prepare for client platform launches and updates.
Requirements: QUALIFICATIONS/ SKILLSBi-lingual - English and another language is a very strong plus2+ years of experience in user support, helpdesk, content positions with evidence of merit-based advancement, preferably supporting a SAAS product.Experience in creating "how to" documenents, FAQ's, Knowledgebase articles, training document with the understanding of having a diverse audience.Excellent communications, problem solving and analytical skills (great with excel reports)Experience working in a team-oriented, start-up, collaborative environmentAbility to elicit cooperation from senior management and other departmentsRapidly adapts and responds to changes in environment and prioritiesStrong project management skills Can easily and effectively shift focus from one project to another when multiple concurrent projects are involvedBachelors degree from an accredited university
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