Customer Support Operations Tools Lead, Flex
$90-115k
Salary dependent on location. Plus stock options
Flexible rent payment application
Be an early applicant
Flexible rent payment application
501-1000 employees
Be an early applicant
$90-115k
Salary dependent on location. Plus stock options
501-1000 employees
Company mission
Flex's mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Many people struggle to pay their rent every month, with a variety of bills hitting their bank accounts simultaneously. Whilst many of these people earn enough money to cover their bills, the inflexible nature of monthly bills can make the all-in-one payment a harder obstacle.
Flex provides a mobile application for the flexible payment of rent, allowing users to pay their landlords through flexible payment plans, reschedule payments when necessary, and protect their funds through Overdraft Protection. The company achieves this by partnering with estate agents and paying their resident's bills upfront, taking on the challenges that landlords would normally have due to late payments.
Flex has experienced extremely rapid growth since its founding which has caused some issues, as it struggled to keep up with the surge in new customers. Having made improvements to its product and scaled its customer service team, it is set to continue providing a service that has come to be highly valued by both tenants and landlords.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2022
$160m
SERIES C
Apr 2021
$46.6m
SERIES B
Total funding: $225.1m
Company benefits
- 100% company-paid medical, dental, and vision
- 401(k) + company stock options
- Unlimited paid time off + company paid holidays
- Parental leave + IVF and adoption support
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Pet Insurance
- Free Flex subscription
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(CEO)Experience working in venture capital investments for Point72 and TVC. Also co-founded Boundless Reality.
YeTong Shao
(CPO)Experience as Data Science Researcher. Also co-founded Boundless Reality.
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