Job description

The role focuses on optimizing and standardizing customer and partner support operations by analyzing and redesigning customer support processes to improve satisfaction, efficiency, and consistency. Responsibilities include identifying inefficiencies and bottlenecks, applying customer support best practices to create improved workflows, and implementing process enhancements aligned with organizational goals. The position requires creating and maintaining formalized workflow documentation, including step-by-step procedures and contextual data that guide customer support agents in using CRM tools effectively. The role involves regular updates to workflows based on CRM changes, product updates, and evolving customer needs. Extensive collaboration is required with support agents, operations managers, Training, Product, and other stakeholders to gather insights and ensure process improvements are customer-centric and align with business requirements. Technical duties also include contributing to CRM tool development by defining functional requirements based on operational insights. The role requires strong analytical ability, proficiency in process modeling tools such as BPMN and process mapping, familiarity with customer support systems, and the ability to gather, interpret, and act on data to enhance processes.