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Client Support Operations Coordinator
2 tygodni temu
The Client Support Operations Coordinator is responsible for helping a Aptitude Support Team be more productive, work more effectively, and deliver better service to our clients.
The primary job of the Client Support Operations Coordinator is to create an environment for the support team in which they can do their best work and not be distracted or delayed by problems with tooling or processes.
Rather than working primarily with clients, the Client Support Operations Coordinator works with internal staff — the support team themselves, Client Experience Leaders, and Support Management.
Responsibilities:
- Specifying and building tools to improve the speed and quality of support.
- Analyzing support workflows and making suggestions to improve efficiency and effectiveness.
- Working closely with product teams to understand and give input into product changes relating to the customer service department.
- Creating documentation to help client's resolve their issues.
- Developing and maintaining standard operating procedures for common situations.
- Monitoring and analyzing client's support trends.
- Compiling and analyzing statistical data, including KPIs
- Identifying strategies to implement improved internal processes.
- Drafting and executing quality assurance policies and procedures
- Preparing performance reports by collecting and analyzing data from the customer service functions
- Identifying and acting to remove obstacles to delivering consistently high levels of service.
- Leading and supporting Aptitude Teams through required changes.
- Identifying and mitigating risks that could impact the organization's operations.
- Maintaining communication with SDMs and the optimization team regarding the storage used by clients and potential additional costs associated with it.
We'll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career.
We'll also offer you a competitive salary plus profit-related bonus scheme, as well as the following benefits:
- Private healthcare
- Life and disability insurance
- ShareSave scheme – ability to purchase company shares on preferential terms
- English language lessons during working hours
- Flexible working conditions and hybrid work model for Wroclaw based and telework for other cities
The ideal candidate will have the following skills & experience:
- Experience with the similar role (3-4 years)
- English C1/C2
- Data Analysis & dashboarding
- Support metrics
- Incident Management
- Support processes improvement
- Jira and Confluence administration skills
- 'Groovy' Atlassian scripting language – nice to have
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