Customer Success Operations Tooling Lead (Remote)

Remote (U.S.)

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2024 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

Key Responsibilities:

• Oversee and manage the configuration, customization, and day-to-day operation of customer service technology tools including Zendesk, Ada, Slack, Snowflake, Tableau and other proprietary tools. 
• Own integration planning between third-party tools and Flex internal systems 
• Work to increase functionality and drive efficiency for internal and BPO agents
• Identify new tools that will increase efficiency and improve customer experience
• Provide technical support and troubleshooting for customer service tool-related issues, ensuring minimal downtime and disruptions
• Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions to enhance the customer experience
• Utilize existing tableau dashboards or request new functionality to identify tooling gaps
• Lead projects related to technology tool updates, integrations, and customizations. Ensure projects are completed on time and within budget
• Develop training materials and documentation to educate team members on effective use of customer service technology tools. Provide training and ongoing support as needed
• Ensure that customer data is handled securely and in compliance with data privacy regulations. Implement best practices in data security and privacy
• Manage relationships with technology vendors, negotiate service agreements, and stay informed about product updates and developments
• Collaborate with the customer service team to understand the customer journey and use technology tools to enhance customer satisfaction
• Work closely with product, engineering, customer service representatives, and other departments to ensure the smooth operation of technology tools

Requirements:

• Strong proficiency in Customer Service technology tools such as Zendesk Suite (Email, Messaging, Talk, Guide, AI) Ada, Slack, and Tableau
• 3+ years of experience working as part of a high volume B2C Customer Support Management team
• Proven experience in managing and configuring customer service technology tools
• Excellent problem-solving and troubleshooting skills
• Strong project management and organizational skills
• Data analysis expertise to drive data-driven decisions
• Ability to communicate technical concepts clearly to non-technical team members
• Commitment to data security and privacy best practices
• Working knowledge of RESTful API principles 

The national pay range for this role is $85,000-$105,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company stock options
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave 
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription