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At SurveyMonkey, we help individuals, communities and businesses communicate, collaborate and make informed decisions with our online survey solutions. We are building a team of highly-talented, passionate people to deliver innovative, easy-to-use solutions and provide excellent support to our customers.

Join us as we execute on our mission to enable thousands of people to participate in creative endeavors, garner essential insights into business and personal affairs, and make better plans and decisions in a fast-moving world.

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Customer Operations Manager

Customer Operations

都柏林

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關於 SurveyMonkey

Founded in 1999 and based in San Mateo, California, SurveyMonkey is the world’s leading platform for turning people’s voices and opinions into actionable data — People Powered Data. Whether it’s with customers, employees, or a target market, SurveyMonkey helps curious individuals and companies — including 99% of the Fortune 500 — have conversations at scale with the people who matter most. It’s People Powered Data that allows them to understand not only “what” is happening, but “why.” SurveyMonkey’s 700+ employees throughout North America, Europe, and Asia Pacific are dedicated to powering the curious.

Customer Operations

Are you a problem solver? A people person? A customer advocate? We’re looking for someone who is passionate about helping us live up to our promise to deliver the industry’s best customer support. Every day, we help our 20 million (and growing!) customers make smarter decisions, be it on the phone, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen – apply today! 

The Role

SurveyMonkey is seeking a Customer Operations Manager that understands the value of thoughtful, human support while balancing our need to scale operations to meet a growing global demand.

Drawing from your experience leading teams and engaging with customers, you will manage a high-performing group of skilled representatives who work together in a collaborative way to provide the highest level of customer support. You will play a leading role through regular coaching and mentoring to help individuals expand their skills and strategic perspective. In addition, you’ll work closely with cross functional counterparts to ensure alignment around tactical and strategic initiatives.

Responsibilities:

  • Provide direct coaching and mentorship to guide team member skill-building and career development
  • Evaluate the quality of communications with customers against a rigorous set of requirements; provide representatives with accurate performance metrics and actionable feedback.
  • Monitor delivery of support and issue resolution relative to service levels and coordinate teams to ensure that our customers consistently receive helpful responses quickly.
  • Maintain expert knowledge of changing product behaviors and support policies, processes, and procedures.
  • Collaborate with fellow managers to drive projects aimed at scaling support with growth of the company.
  • Partner with cross-functional counterparts to identify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues.
  • Identifying new opportunities and collecting and delivering customer insights to drive the evolution of our offerings.
  • Provide key insight into our product development cycle based on customer feedback.
  • Actively define our unique company culture of thoughtful attention to the customer experience.

Requirements:

  • 2+ years of relevant experience building and managing customer support teams at scale to drive overall success and engagement.
  • Demonstrated mentorship capabilities by giving and receiving feedback that drives performance
  • Comfortable working independently and being proactive with communications across a global team
  • Exceptional organizational skills, and the ability to navigate competing priorities and ambiguity
  • Strong problem solving skills to identify issues and build solutions
  • Outstanding verbal and written communication skills
  • Self-motivated and ready to bring innovative and creative ideas into a new team
  • BA/BS strongly preferred.

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, paid holidays, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply Now

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