Customer Success Operations Manager
Job Description
About Zowie:
At Zowie, we believe that buying online should feel like walking into your favorite local shop: personal, friendly, and easy. Our mission is to recreate offline shopping experiences online - but better. Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc., and saves time for customer service agents, who can then proactively turn website visitors into paying customers. It can work as an add-on with existing tools (Zendesk, Shopify, Gorgias, etc.) or become a standalone customer service platform.
We are:
π Growing fast. We plan on keeping the Team growing! Youβll have a lot of autonomy and impact as we grow.
π Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.
π§βπ» Remote-first and hours are flexible. We allow everyone to figure out the best ways to collaborate with their team. At the end of the day, it's about delivering! Those in Poland can work from our offices in Cracow and Warsaw.
We strive to be:
πͺ Ambitious and innovative. We donβt settle on existing solutions and keep looking for better ways to tackle challenges.
π» Bold and free-thinking. We trust our employees to find the best solutions.
π€ΈββοΈ Agile and high-performing. We work smarter, not harder. We use our OKRs to keep ourselves focused.
π€ Unafraid of change. Zowie is growing, and the market is changing. We thrive in an ever-evolving environment.
What you'll do:
As a Customer Success Operations Manager, youβll join our geographically dispersed Team located between Warsaw, Poland, and other European locations. You'll be working closely with Quentin - the Head of Customer Success, and supporting the daily life of Zowie's amazing Team of Customer Success Managers, Specialists, Enterprise CSM, and Solution Engineers.
Here's what your key responsibilities will combine!
π‘ Internal Knowledge Management:
- Creating and maintaining a centralized internal knowledge base,
- Developing and curating training materials for new team members, ensuring they have access to the resources needed for success,
- Regularly updating the knowledge base to reflect changes in products, services, and processes.
π‘ Tool Implementation and Setup:
- Managing tools and software to optimize customer operations workflows,
- Collaborating with cross-functional teams to integrate new tools with existing systems and platforms,
- Providing training and support to team members on how to effectively utilize these tools.
π‘ Process Ownership:
- Designing, documenting, and improving customer operations processes to enhance efficiency and effectiveness,
- Conducting regular audits to ensure the efficiency of processes and identify areas for improvement,
- Collaborating with relevant departments to implement cross-team process enhancements.
π‘ Data Analysis and Reporting:
- Monitoring KPIs related to customer operations,
- Generating regular reports and insights to track team performance and identify areas for improvement.
π‘ Roadmap Development:
- Creating a long-term roadmap for customer operations, aligning with the teamβs overall strategic objectives.
Ideally, you'll bring with you:
- 4 years of experience in operations, preferably in customer success/support
- Proven experience in knowledge management, tool implementation, and process optimization.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Experience with CRM systems, Salesforce & Planhat would be a plus
- Strong project management skills
We will offer you:
π Employee Stock Option Plan (ESOP). Youβre a part of our companyβs future success.
π Unlimited paid time off. We trust each other and donβt count days.
π Great company offsites and individual integration budgets. We spend time together in person to strengthen our team.
π Health benefits. We offer an additional health insurance package.
π Development budget. We want to grow personally and professionally together.
π Home-office funds. Make yourself a comfy space for work on a daily basis.
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Date Posted
10/26/2023
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