Remote Executive + Zendesk Jobs in Jan 2021 Open Startup
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Browse 3+ Remote Executive Zendesk Jobs in January 2021 at companies like Aula, Komoot and working as a Customer Support Lead, Senior Product Support or Product Support Manager. Last post

Browse 3+ Remote Executive Zendesk Jobs in January 2021 at companies like Aula, Komoot and working as a Customer Support Lead, Senior Product Support or Product Support Manager. Last post

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This month's remote Executive + Zendesk jobs

Aula


Product Support Manager

verified
United Kingdom

Product Support Manager


Aula

United Kingdom

technical troubleshooting

 

user training

 

zendesk

 

edu

 

technical troubleshooting

 

user training

 

zendesk

 

edu

 
# **The short version ⏳**\n\n**Mission:** Be a key, strategic member of our Product Support Team, and deliver ***"Educator love"*** by a thorough understanding of Aula, the platform and our partners (a community of 50k+).\n\n**Why:** Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and making every student feel a part of their classroom.\n\n**Who:** You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.\n\n## What is [Aula](https://aula.education)? 🐝\n\nAula is a remote-first 30-person education startup building a learning experience platform.\n\nOur mission is to make engaging teaching and learning the norm.\n\nWe work with institutions like Coventry University and Glasgow University.\n\nThink of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.\n\nRead more here:\n\n[This is Aula](https://www.notion.so/This-is-Aula-b8f80a8dd77e47858010b8a6ea553ca2)\n\n## 🛠The Role: Product Support Manager\n\nAs a strategic member of our Product Support Team, ***you'll ensure the highest level of support to the Aula partner community***. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\nBy developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement. \n\nWe are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our users 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!\n\n- We on average ***solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time***.\n- Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 3000 enrollment issues so that students weren't blocked from learning.\n\nThis is an opportunity to think big and impact the way we support our users from day 1! This role will give you the opportunity to be the strategic voice of our users and helps us build the world's best product support function ever.\n\n**In this role, you will:\n**\n- Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.\n- Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.\n- Coach other team members on quality to constantly exceed personal and team goals.\n- Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.\n- Coach and educate users via training to encourage engagement; independently creating content to support this.\n- Make specific recommendations to significantly reduce ticket volume.\n- Change the operations of other teams through feedback and escalation of issues.\n- Provide input on processes to drive efficiencies (automation, content etc.)\n- Run and communicate small cupcakes to improve team effectiveness.\n\n# **We’d love to hear from you if… 🔍**\n\n**You have:\n**\n- Previous experience in a technical support/customer support role.\n- A **technical aptitude** for, and experience troubleshooting web and mobile applications in a SaaS environment. (It would be great if you had a basic understanding of APIs)\n- A demonstrable history of regularly exceeding targets.\n- Experience creating and delivering training to users.\n- Used Zendesk before.\n- Worked closely with product teams.\n- Excellent problem solving and analytical skills with great attention to detail.\n- Excellent written and verbal communication skills in English.\n- The ability to multitask and keep up with a fast-paced start-up environment.\n\n**You:\n**\n- Appreciate the value of diverse and inclusive teams.\n- Thrive in caring and direct feedback environments.\n- Like to improve your process as much as you like to improve your product.\n- Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)\n- Like to think outside of the box to continuously improve the way we work.\n\nPlease note the qualifications and experiences above are a guide and we’d still love to hear from candidates with more or less experience, provided the requisite skills can be demonstrated.\n\n\n## **What it's like to work at Aula**\n\nWe've open-sourced our handbook, the [The Aula Brain](https://www.notion.so/The-Aula-Brain-4da091a8797840108311d99815b3b36f), so you can see for yourself.\n\nHere are some pages you might be particularly curious about:\n\n- [Why Aula is remote](https://www.notion.so/Why-Aula-is-remote-e6555a0525eb4caf95ba289aabae7cb6)\n- [Social life](https://www.notion.so/Social-life-de7bb346871b44679c0cf0ee82e33dbc)\n- [Benefits](https://www.notion.so/Benefits-9294200055aa466ba9635f47408978e1)\n- [Mission and Virtues at Aula](https://www.notion.so/Mission-and-Virtues-at-Aula-9f2c356b2d8e44f9bfdb772ec3ca396c)\n- 📈 [What Aula team members think it's like to work here](https://blog.aula.education/the-dirty-laundry-what-is-it-really-like-to-work-at-aula-247288bf1eac)\n\n\nHere at Aula, we take diversity and equal opportunity seriously. We are committed to building a team that represents an array of perspectives and skills, irrespective of their background. The more inclusivity we bring, the better our work and culture will be. \n\nHowever, we can put our hands up and say that we are not perfect. So, if you feel like there is anything that we can do to create a more comfortable and safe interview experience for you, please let us know. \n\nAll the best,\n\nThe Aula Team 👋\n\n#Location\nUnited Kingdom


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Previous remote Executive + Zendesk jobs

Aula


Senior Product Support

verified closed
CST +/- 2 Hours

Senior Product Support


Aula

CST +/- 2 Hours

customer support

 

technical support

 

saas

 

zendesk

 

customer support

 

technical support

 

saas

 

zendesk

 
This job post is closed and the position is probably filled. Please do not apply.
# **The short version ⏳**\n\n**Mission:** Be a key, strategic member of our Product Support Team, and deliver ***"Educator love"*** by a thorough understanding of Aula, the platform and our partners (a community of 50k+).\n\n**Why:** Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and making every student feel a part of their classroom.\n\n**Who:** You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.\n\n## What is [Aula](https://aula.education)? 🐝\n\nAula is a remote-first 30-person education startup building a learning experience platform.\n\nOur mission is to make engaging teaching and learning the norm.\n\nWe work with institutions like Coventry University and Glasgow University.\n\nThink of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.\n\nRead more here:\n\n[This is Aula](http://www.notion.so/This-is-Aula-b8f80a8dd77e47858010b8a6ea553ca2)\n\n## 🛠The Role: Senior Product Support\n\n\nAs a strategic member of our Product Support Team, ***you'll ensure the highest level of support to the Aula partner community***. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\nBy developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement. \n\nWe are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our clients 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!\n\n- We on average ***solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time***.\n- Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 2000 enrollment issues so that students weren't blocked from learning.\n\nThis is an opportunity to think big and impact the way we support our customers from day 1! This role will give you the opportunity to be the strategic voice of our users and helps us build the world's best product support function ever.\n\n***In this role, you will;***\n\n- Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.\n- Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.\n- Coach other team members on quality to constantly exceed personal and team goals.\n- Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.\n- Coach and educate users via training to encourage engagement.\n- Make specific recommendations to significantly reduce ticket volume.\n- Change the operations of other teams through feedback and escalation of issues.\n- Provide input on processes to drive efficiencies (automation, content etc.)\n- Run and communicate small cupcakes to improve team effectiveness.\n\n# **We’d love to hear from you if… 🔍**\n\nYou have\n\n- A **technical aptitude** for, and experience troubleshooting web applications and mobile applications in a Saas environment. (It would be great if you had a basic understanding of APIs)\n- Previous experience (4+ years) in a technical support/customer support role.\n- A demonstrable history of regularly exceeding targets.\n- Experience creating and delivering training.\n- Used Zendesk before.\n- Worked closely with product teams.\n- Excellent problem solving and analytical skills with great attention to detail.\n- Excellent written and verbal communication skills in English.\n- The ability to multitask and keep up with a fast-paced start-up environment.\n\nYou\n\n- Appreciate the value of diverse and inclusive teams.\n- Thrive in caring and direct feedback environments.\n- Like to improve your process as much as you like to improve your product.\n- Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)\n- Like to think outside of the box to continuously improve the way we work. \n\n#Salary\n$64,000 — $73,000\n\n\n#Location\nCST +/- 2 Hours


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# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
This job post is closed and the position is probably filled. Please do not apply.
**Millions of people experience real-life adventures with our apps. We help people all over the world discover the best hiking and biking routes, empowering our users to explore more of the great outdoors. And we’re good at it: Google and Apple have listed us as one of their Apps of the Year numerous times — and with more than 8 million users and 50,000 five-star reviews, komoot is on its way to becoming one of the world’s most popular cycling and hiking apps. Behind the app screen is a passionate remote team working from 12 countries — that’s over 50 people with a shared mission to help our users experience real-life adventures, on foot or by bike. ** \n\n**About the role**\n\nNothing matters to us more than our customers and we’re committed to providing them with an exceptional experience whenever they’re interacting with komoot. Which is where you come in.\n\nJoin our remote team and take over responsibility for building a customer support super-squad. Improve and implement processes that ensure komoot users always feel heard and appreciated, and lead our team of customer support managers to help take komoot to the next level.\nThis is a remote role and can be done from any location within UTC-1 to UTC+3 timezone.\n\n**Why you will love it**\n* You’ll work with/on a product that encourages people to enjoy the great outdoors and live the best possible life they can every day. \n* You will take ownership of your role from the very beginning and play a key role in our customer support process and customer support team development.\n* You’ll work in a fast-paced environment with colleagues who are experts in their field, love what they do, and enjoy spending their free time outside cycling, hiking and exploring more of the great outdoors. \n* We let you work from wherever you want, be it a beach, the mountains, your house or anywhere else that lies in any time zone located between UTC-1 and UTC+3.\n* You’ll travel together with our team to amazing outdoor places several times a year to exchange ideas, learnings and go for hikes and rides.\n\n\n\n# Responsibilities\n **What you will do**\n* Develop a world-class customer service experience for our users.\n* Enhance overall customer support efficiency and performance by improving the squad’s processes. You’ll identify bottlenecks in the current process and spot opportunities for technical and functional improvements and automation, and then you will turn them into effective solutions.\n* Lead a remote team of 3 customer support managers (soon to be more as the team is growing!). Oversee day to day operations, coordinate team efforts to ensure knowledge sharing and effective communication, and help to create an inspiring team environment. \n* Monitor and analyze performance. Develop customer service procedures and standards, set clear team goals and deploy strategies to achieve them.\n* Improve customer service experience for our users, create engaged customers and facilitate organic growth.\n* Work with developers and QA to find and solve critical bugs in the wild.\n \n\n# Requirements\n**You will be successful in this position if you**\n* Are highly self-driven, responsible and keen to improve. You love learning and finding solutions.\n* Have proven experience working in high quality and efficient customer service (5+ years).\n* Have proven experience with leading teams (previous experience with managing and hiring for remote teams preferred).\n* Possess great leadership, decision making, and people skills. You are a charismatic and hands-on leader who motivates and guides the team to achieve great results.\n* Have in-depth knowledge of performance metrics, SLAs and improving support processes.\n* Are organized, data-driven and technically savvy — you are the go-to person when your friends have a “computer issue”. \n* Have experience in using and optimizing Zendesk.\n* You speak excellent English, excellent German language skills are a big plus.\n\n\n#Location\nAny Location Within Utc-1 to Utc+3 Timezone


See more jobs at komoot

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
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