Operations Manager, Customer Care

We are seeking a skilled Customer Care Operations Coordinator to join our team. In this role, you will be responsible for managing and streamlining the daily operations of our Customer Support team, ensuring a smooth and efficient experience for our customers.

Your efforts will be key to enhancing our customer support operations' overall quality and effectiveness.

Requirements:

At least two years of experience in Zendesk administration - A must and Salesforce (advantage).
Experience in customer support operations.
Excellent problem-solving and troubleshooting skills.
Strong organizational and time management skills.
Ability to work independently and as part of a team.
Excellent communication and interpersonal skills.
A passion for improving customer experiences.

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you.

What am I going to do?:

Serve as the point of contact for the Customer Support domain- solving operational problems, bugs, initiatives etc.
Cross-functional collaboration: Work closely with the CS team, the CS Director, product, data and more to improve customer support processes and workflows.
Analyze customer support data to identify trends, bottlenecks, and opportunities for improvement, and Provide insights and strategic guidance to the customer support leadership team.
Manage and maintain the Zendesk platform including: Admin responsibilities, subscription management, user access, configurations, and troubleshooting (for CS and for other Fiverr teams).
Collaborate with IT and other teams to implement new features and integrations.
Lead the Zendesk implementation roadmap in the Customer Support team.
Participate in operational team initiatives and tasks.
Salesforce CC management: employees, integration between Zendesk and Salesforce, ensuring data synchronization and seamless workflows.

Equal opportunities:

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.