Salary: $90,000 Annually
About the role
We are seeking a dynamic and experienced Tools Lead to join our team. This role will be responsible for the effective management, configuration, and optimization of our customer service technology tools to ensure seamless and efficient customer support operations. You will work closely with the customer service team leadership, product, engineering, IT, and vendors to deliver an exceptional customer service experience.
What you’ll do
Key Responsibilities
Technology Tool Management: Oversee and manage the configuration, customization, and day-to-day operation of customer service technology tools:
Zendesk – triggers, SLA setup, billing, and all other relevant functions
Slack – keep workflows up and running and establish better reporting functionality for questions channels
Ada – ensure continued functionality and improvement of declarative bot and testing for GAI bot.
Own integration planning between third-party tools and Flex internal systems
Work to increase functionality and drive efficiency for internal and BPO agents
Stampbot – improve functionality and ensure consistent experience across all tickets
Enterprise reporting – help maintain dashboards and reporting requests for CS and other depts
New Tools – identify new tools that will increase efficiency and improve customer experience
Technical Support: Provide technical support and troubleshooting for customer service tool-related issues, ensuring minimal downtime and disruptions
EX: Email, phone, and chat functionality in Zendesk
Data Analysis: Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions to enhance the customer experience
Utilize existing reporting dashboards or request new functionality to identify tooling gaps
Project Management: Lead projects related to technology tool updates, integrations, and customizations. Ensure projects are completed on time and within budget
Manage inbound requests for tools improvements submitted by operations teams
Training and Documentation: Function as the tools SME to assist with the development of training materials and documentation to educate team members on effective use of customer service technology tools. Provide training and ongoing support as needed
Security and Compliance: Ensure that customer data is handled securely and in compliance with data privacy regulations. Implement best practices in data security and privacy
Vendor Relationships: Facilitate relationships with technology vendors, participate in the negotiation of service agreements, and stay informed about product updates and developments
Continuous Improvement: Proactively identify opportunities for improvement in customer service operations, and implement changes to enhance tooling and processes – including addition of new tools (or budget requests for such tools when necessary)
Customer-Centric Approach: Collaborate with the Customer Success team to understand the customer journey and use technology tools to enhance customer satisfaction
Cross-Functional Collaboration: Work closely with product, engineering, customer service representatives, and other departments to ensure the smooth operation of technology tools
Key qualifications
Experience:
2-5 years of previous experience with tools/application administration and/or support
Strong proficiency in Customer Service technology tools such as:
Zendesk, Ada, Slack, and Sigma
Proven experience in managing and configuring customer service technology tools
Excellent problem-solving and troubleshooting skills
Strong project management and organizational skills
Data analysis expertise to drive data-driven decisions
Ability to communicate technical concepts clearly to non-technical team members
Commitment to data security and privacy best practices
Working knowledge of RESTful API principles
The salary compensation range for this role will be commensurate with the candidate’s experience and Flex’s internal leveling guidelines and benchmarks. This is a commission earning role.
For working locations in NY/NJ/CA, the base salary pay range will be $100,000 -$115,000
For all other states, the base salary pay range will be $90,000 -$105,000
Life at Flex:
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.
We offer many employee benefits. For full time, U.S. based employees we offer:
Competitive pay
100% company-paid medical, dental, and vision
401(k) + company equity
Unlimited paid time off with a PTO minimum + 13 company paid holidays
Parental leave
Flex Cares Program: Non-profit company match + pet adoption coverage
Free Flex subscription
For full time non-US employees, we offer
Competitive Pay
Company Equity
Unlimited PTO
