Fast

Senior Customer Success Operations Manager Tools & Process

Fast

Remote job description

Build the world's fastest Identity and Checkout products

Company Mission

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company's products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users' privacy and data security. Headquartered in San Francisco with Fast Flex for global employment, we are a privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

Summary

The Fast Customer Success team is looking for a Senior Manager, Customer Success Operations. This is a high-impact, high-visibility role responsible for scaling Fast's customer success operations with best-in-class tools and processes, driving omnichannel strategy across the company, and enabling and improving efficiency across CS, Fast, and its community. This new role is critical in bringing the Fast Customer Success mission to life, with the opportunity to build a dynamic team in 2021.

Role

  • Drive and lead omnichannel strategy and launch for customer success
  • Serve as project manager or primary Product POC for selfservice driven projects, experimentation, and launches
  • Optimize and configure existing support and technical service queues to maintain and improve existing service levels, while enabling scalability across businesses, channels, and regions
  • Act as primary point of contact for IT & Security Eng team on compliance, due diligence, access requests, etc. for all support tooling & channels; Serve as application business owner for customer success tools
  • Act as primary point of contact for tools & process optimization across CS, Sales, Payment Ops, Fraud, & Marketing
  • Establish and document best practices for testing, integrations, launches, access controls, etc
  • Provide feedback, insights, and industry bestpractices to product, engineering, sales, marketing, CS, and other key stakeholders at Fast on how to improve process & product efficiency
  • Mentor and guide other CS team members on projects, career coaching, etc

Who you are

Customer-oriented. Our customers are always top-of-mind for you and their satisfaction is your primary driver and motivation. You thrive in building and nurturing relationships and always have the customer's best interest in mind.

Proactive, resourceful, and decisive. No task is too big or small for you. You are multifaceted and a problem-solver, especially when it comes to planning and executing scalable solutions. You are decisive and are comfortable making recommendations and/or decisions.

Excellent communication. Communicating and developing rapport comes naturally to you. You are a professional through-and-through and have learned to build trust and confidence by being a reliable stakeholder and leader.

Invested in growth. You are determined to influence operations strategy in the customer success team and at Fast. You are excited to grow our community of sellers and buyers by building a best-in-class support operation. You're passionate about your own growth, and in helping your team grow with you.

Visionary. You are interested in contributing to Fast's future - across its products, lines of business, and company culture. You are someone who isn't afraid to roll up their sleeves, do the work, and lead by example.

Requirements

  • Bachelor's degree in technical or businessrelated field or equivalent practical experience
  • 58 years of experience in operations, consulting, project management, business process management, in technology, finance, ecommerce, or other relevant industries
  • Experience working in and supporting a global support or service organization; omnichannel experience a plus
  • Proven track record of launching regional or global projects successfully with data, feedback from stakeholders & customers, and applying best practices
  • Outstanding customer service and relationship management skills
  • Technical acumen, i.e. ability to understand Seller's ecommerce ecosystem, Fast's products & tools, etc
  • Experience designing and implementing integrations and/or workflows across various systems
  • Capable of extracting and analyzing highlevel CS data, formulating insights, and using this in decision making
  • Possesses expertise and a deep understanding of systems & processes, etc in support tooling, customer service trends, and omnichannel strategy; stays uptodate on industry best practices

Plus

  • Experience in an enterprise support organizations
  • Experience in global, complex technical engagement management and/or program management in the tech industry
  • Familiarity with Zendesk, Intercom, Salesforce, Hubspot, Tableau and other enterprise tools

Proficiency in SQL

Experience growing or managing a team

Benefits of life @ Fast

  • Fast Flex allows all of our employees to choose where they want to work: our office (when open), their home or any place else in the world.
  • Help eliminate passwords and expand e-commerce worldwide
  • Innovative engineering and product culture
  • Early stage well-funded company
  • Inclusion and diversity as a company priority
  • Founders-led company
  • Competitive compensation packages
  • Comprehensive benefits (including 99% of healthcare cost and 401k matching)
  • Additional benefits include home office reimbursements and snack deliveries
Summary
Fast
Senior Customer Success Operations Manager - Tools & Process

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