Support Operations Manager, ManyChat
Chatbot marketing
Be an early applicant
Chatbot marketing
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help businesses grow by building meaningful relationships with their customers.
Role
Who you are
- Degree in Technology, Business, Engineering, or a related field
- 4+ years of experience in customer-facing roles within tech companies; SaaS experience is highly preferred
- 3+ years of experience in operations management, with a proven track record of leading projects. Background in SaaS, PLG, or Enterprise environments is a strong plus
- Fluency in English, both written and verbal
- High level of autonomy and independence, with the ability to navigate ambiguity and quickly adapt to new tools and challenges
- Advanced proficiency in Zendesk administration, including the ability to manage triggers, automations, and workflows
- Comfortable working with APIs
- Above-average data analysis and reporting skills; basic SQL knowledge is a plus
- Proficiency in Zendesk Explore reporting: deep knowledge of creating custom reports, utilizing formulas, and applying reporting best practices
- Solid understanding of Support team processes, frontline agent needs, and key Support metrics
- Demonstrated ability to lead the research, implementation, and procurement of new technologies
- Strong aptitude for optimization and automation using Zendesk, Zapier, or similar tools to improve operational effectiveness at scale
- Experience with additional support tools like Intercom, Surfboard, and MaestroQA is a plus
- Proven ability to collaborate cross-functionally, translating business requirements into practical support solutions
- Team-first mentality, with an unmatched level of support for teammates
- Ability to travel up to 30% of the time
What the job involves
- Manychat is growing, and so is its Support team. To keep up with the pace and scale, we’re looking for an Operations Manager to smooth our expansion journey
- You’ll lead the assessment, identification, development, and implementation of strategies, technologies, and initiatives
- We build world-class and industry-leading best practices to ensure our Support agents deliver unparalleled customer experiences
- You’ll focus on enhancing the performance of the Customer Support team and improving collaboration with other teams within Manychat
- Gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success
- Work closely with the Support Leads and other teams to define workflows, practices, and standards to ensure that Support agents can deliver fast, reliable, and accurate customer support globally, aligned on a common vision
- Contribute to the administering of all software systems used by Manychat’s Customer Support team and deploy configuration changes when needed
- Run multiple projects simultaneously in an autonomous environment
- Report progress to the Head of Support and the rest of the team regularly
Our take
Over 80% of businesses currently use chatbots to provide a variety of automated services to customers. However, chatbots are generally uniform and provide standardized responses, unless the business staffs a chatbot programmer.
ManyChat provides a platform for the creation of customized chatbots without needing any experience in coding. The startup focuses on providing small businesses opportunities to equip the messaging services of their Facebook and Instagram business pages with automotive customer service tools.
The company has grown a huge customer base of over a million businesses, powering more than a billion conversations each year. Though there is tough competition in this field, including new AI chatbots arriving on the market, ManyChat's focus on ease of use and code-free customization will likely ensure its ongoing popularity.
Steph
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2019
$18m
SERIES A
Nov 2017
$4m
SEED
Total funding: $23.2m
Company benefits
- An opportunity for rapid personal and professional growth
- Uncapped Commission + Equity
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical, dental, and vision coverage for you and your dependents
- Annual wellness reimbursement
- Collaborative, transparent, and fun-loving office culture
- We pay for relevant conference tickets, training programs, courses, and any necessary literature
Company values
- Dazzle customers
- Care intensely
- Win together
- Think big
- Deliver results
Company HQ
Old Palo Alto, Palo Alto, CA
Articles
Leadership
Mikael Yang
(CEO)Studied at State University before co-founding ManyChat in July 2015. Has been CEO ever since.
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