Customer Support Senior Operations Manager

AutoDS, recently acquired by Fiverr, is seeking an experienced Customer Support Senior Operations Manager to join our team! Operating independently under the AutoDS brand with the support of Fiverr, a public company, we offer a unique blend of agility and stability. The ideal candidate is passionate about operational excellence and making a tangible impact on customer satisfaction. This is a critical role within the support organization, where you will drive the optimization of our CRM systems, lead data-driven insights, and ensure smooth collaboration between support and R&D

Key Responsibilities

CRM System Administration:

• Lead and manage the administration of the CRM platform, ensuring system health, proper functionality, and user support.

• Oversee all workflows, automations, and system configurations to maximize efficiency and effectiveness.

Data Analysis & Insights:

• Analyze department performance data to identify trends, pain points, and areas for improvement.

• Translate data into actionable insights and process improvements to optimize workflows and enhance customer experience.

Process Optimization:

• Continuously evaluate and improve the end-to-end support processes.

• Implement automations and workflows within the CRM to streamline operations and enhance team productivity.

Customer Advocacy:

• Serve as the voice of the customer by collecting, analyzing, and presenting customer feedback.

• Collaborate closely with the R&D team to prioritize and execute customer-driven features and improvements based on feedback.

Collaboration with R&D:

• Manage the backlog for a dedicated CS developer, working with R&D to define and prioritize technical tasks.

• Provide clear and detailed task requirements, ensuring alignment between the support and development teams.

Qualifications

Experience:

• Proven experience (5+ years) in Customer Support Operations, preferably in a SaaS environment.

• Strong background in CRM system administration and optimization (Salesforce, Zendesk, HubSpot, etc.).

• Hands-on experience managing workflows, automations, and system configurations.

Data-Driven:

• Demonstrated ability to analyze data and derive actionable insights.

• Proficiency with data tools and reporting systems for analyzing performance metrics.

Process-Oriented:

• A strong focus on improving processes through automation and operational efficiency.

• Experience implementing process improvements based on data analysis and team feedback.

Collaboration Skills:

• Experience working cross-functionally, particularly with R&D and product teams, to deliver customer-driven solutions.

• Strong communication skills to effectively advocate for customers and align stakeholders on priorities.

Leadership:

• Experience managing technical or support staff, with a strong ability to define, prioritize, and communicate task requirements.

Technical Acumen:

• Ability to understand the technical aspects of support systems and tools, as well as the requirements of development tasks.

Why AutoDS?

• Join a dynamic and innovative company at the forefront of e-commerce automation.
• Work in a collaborative and fast-paced environment with opportunities for growth and development.
• Be a part of a team that values data-driven decision-making and continuous improvement.

If you are passionate about using data to drive customer satisfaction and operational excellence and are excited to take on a role that offers both challenges and rewards, we encourage you to apply.