Manager - CX Technical

We all have important information we need to manage and protecting it should be easy. Over 100000 businesses and millions of people log in to 1Password to unlock smart simple access to everything they care about. Our vision is to create a safer simpler digital future for everyone and our culture values simplicity honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

As the Manager CX Technical you’ll help us achieve our ongoing customer service initiatives ensuring team members are trained in best practices and are delivering technical solutions to our customers. In this role you’ll help us evaluate and improve the effectiveness  of customer service workflows coach CX Technical team members on best practices and keep the CX Technical team up to date with information related to products services customer-related issues and more.

You will report to the Director CX Technical and oversee a team of CX Representatives. You’ll work with these collaborative team members to ensure that our customers are receiving exceptional customer experiences.

This is a remote opportunity within Canada and the US.

What we're looking for:

• Minimum of 5+ years of experience in a technical support role or related. Preferred: 1 - 2 years of people management experience

• Proven experience in supporting best in class customer support teams and processes

• Demonstrated experience in one or more of the following with a preference for familiarity in several: Web tech (browser and browser plugin Systems Administration (with a preference for Mac) CLI Performance tuning and benchmarking Technical Support Configuration & usage of common cloud providers (AWS GCP Azure) Networking knowledge MDM Identity and Access Management

• Strong leadership and team management skills with the ability to motivate coach and develop a high-performing team

• Experience in talent management with a focus on identifying and developing potential leaders within the organization

• Demonstrated stakeholder management skills with the ability to collaborate effectively with individuals at all levels within the organization

• Strong communication and interpersonal skills

• Preferred: Extensive 1Password application experience with technical level (Support Development Implementation)

What you can expect:

• Strategy

• Partner with the Director CX Technical to create Customer Experience's strategy and objectives based on the results of the needs analysis and best practices

• Ensure the alignment of CX tech objectives with the department's strategic goals

• Management

• Lead a team of Customer Experience Representatives ensuring the effective functioning and coordination of the department's initiatives and guides execution

• Promote a culture of continuous technical skill advancement and growth ensuring new and existing team members are trained in best practices and delivering superior customer service

• Manage the technical staff providing guidance support and leadership to address customer concerns

• Provide the team with up to date Information related to products services procedures customer needs and company-related issues changes and actions empowering them to deliver exceptional customer experiences

• Problem Solving

• Handle escalated issues from customers or internal teams in a collaborative win-win approach.

• Metrics and KPIs

• Works with Director CX Technical to establish CX Technical metrics and processes to measure KPIs (e.g. first response time time to resolution etc. )

• Regularly evaluate and improve the effectiveness of customer service workflows to continuously improve the customer experience process.

• Motivates and drives team performance; Ensures team achieves established goals

• Collaboration

• Collaborate with stakeholders across CX and other departments for the purposes of enhancing customer experience strategy and goals

• Communicate and present results and recommendations

• Delivery

• Partner with Director to understand SLA parameters and oversee day to day activities of team to ensure SLAs are achieved

USA-based roles only: The Annual base salary for this role is between $126000 USD and $170000 USD plus immediate participation in 1Password's benefits program (health dental 401k and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.

Canada-based roles only: The Annual base salary for this role is between $112000 CAD and $152000 CAD plus immediate participation in 1Password’s generous benefits program (health dental RRSP and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.

At 1Password we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

What we offer:

We believe in working hard and resting hard. We’re always looking for new ways to support our team members but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top up programs

> 👟 Wellness spending account

> 🏝 Generous PTO policy

> 💖 Company-wide wellness days off scheduled throughout the year

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

Growth and future

> 📈 Employee stock option program for all full time employees

> 💸 Retirement matching program

> 💡 Training budget 1Password University access and learning sessions

> 🔑 Free 1Password account (and friends and family discount!)

Flexibility and community

> 🤝 Paid volunteer days

> 🌎 Employee-led DEI&B programs and ERGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive diverse and equitable workplace that is built on trust support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression race ethnicity disability sexual orientation colour religion creed gender national origin age marital status pregnancy sex citizenship education languages spoken or veteran status. Be yourself find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005 we can safely say we're experts at building remote culture. That said remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your Talent Partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification reference checks education confirmation criminal background publicly available social media credit history or other information as permitted by local law.

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