Customer Support Operations Tools Lead

Flex is a dynamic, growth-stage FinTech company headquartered in New York City, revolutionizing the rent payment experience. It's hard to believe that, in 2024, paying rent can still be expensive and inflexible. We aim to change that by allowing users to pay rent throughout the month on a schedule that aligns with their finances and budget. Our mission is to empower renters with the flexibility they need for their most significant recurring expense. After building substantial investor support and a dedicated user base while operating in stealth mode, we are now looking for motivated individuals to help us continue our mission. Will you join our team?

About the Role:
We are seeking an experienced Tools Lead to manage, configure, and optimize our customer service technology tools, ensuring seamless and efficient customer support operations. You will collaborate closely with the customer service leadership, product, engineering, IT, and vendors to deliver an exceptional customer experience.

Key Responsibilities:

1. Technology Tool Management:

   • Oversee the configuration, customization, and daily operation of customer service tools, including:
     • Zendesk: Manage triggers, SLA setup, billing, and relevant functions.
     • Slack: Maintain workflows and enhance reporting functionalities.
     • Ada: Ensure the functionality and improvement of the declarative bot and GAI bot testing.
     • Stampbot: Enhance functionality for consistent ticket experiences.
     • Enterprise Reporting: Maintain dashboards and manage reporting requests for CS and other departments.
     • New Tools: Identify and evaluate new tools to improve efficiency and customer experience.

2. Technical Support:

   • Provide troubleshooting support for tool-related issues, ensuring minimal downtime.

3. Data Analysis:

   • Utilize data analytics to monitor performance, identify trends, and make informed decisions to enhance customer experience.

4. Project Management:

   • Lead projects for tool updates, integrations, and customizations, ensuring timely and budget-compliant completion.

5. Training and Documentation:

   • Serve as the subject matter expert (SME) to develop training materials and documentation for effective tool usage.

6. Security and Compliance:

   • Ensure secure handling of customer data in compliance with privacy regulations.

7. Vendor Relationships:

   • Manage relationships with technology vendors and participate in negotiating service agreements.

8. Continuous Improvement:

   • Identify and implement opportunities for improving customer service operations and tooling.

9. Customer-Centric Approach:

   • Collaborate with the Customer Success team to enhance customer satisfaction through technology.

10. Cross-Functional Collaboration:

    • Work closely with product, engineering, and customer service representatives to ensure smooth tool operations.

Key Qualifications:

• Experience:

  • 2-5 years in tools/application administration and/or support.
  • Strong proficiency in customer service technology tools, including Zendesk, Ada, Slack, and Sigma.
  • Proven experience in managing and configuring customer service technology tools.

• Skills:

  • Excellent problem-solving and troubleshooting abilities.
  • Strong project management and organizational skills.
  • Data analysis expertise to support data-driven decisions.
  • Ability to communicate technical concepts to non-technical team members.

• Additional Knowledge:

  • Commitment to data security and privacy best practices.
  • Familiarity with RESTful API principles.

Compensation:
The salary for this role will be aligned with the candidate's experience and Flex's internal guidelines. This is a commission-earning position.

Work Culture:
Flex believes in the power of a diverse team of intelligent, empathetic, and self-aware individuals. Our headquarters is in New York City, but we have team members throughout the US, Australia, Canada, and South America. We are growing rapidly but deliberately, with a strong focus on building an inclusive culture. We pride ourselves on being an equal opportunity workplace, valuing the unique perspectives each employee brings.