Operations Manager Customer Support (Remote - US)

About Us:

DataCamp is on a mission to make the world data fluent by building the future of scalable data education, assessments, certification and collaboration tools for data professionals. Since our launch more than 10 million learners around the world have completed hundreds of millions of DataCamp content items, and over 2,500 businesses and government entities worldwide use DataCamp to make their teams and organizations data fluent. 

Please visit here for more information about our Hiring Process.

About the role:

As a driven and customer focused leader you’ll be responsible for delivering exceptional levels of service to our customers, with a particular focus on our business-to-business customer base. You’ll own the end-to-end customer experience; understanding their needs and expectations to ensure high levels of satisfaction. You’ll also support department wide initiatives and projects, manage KPIs and SLAs and provide leadership to the wider team.

Responsibilities:

• Oversee the end-to-end customer experience and journey for our business-to- business users.
• Deliver high levels of satisfaction whilst reducing effort and improving response times to support account subscription renewal success.
• Partner closely with stakeholders across the business to ensure the needs of self-serve customers are considered in relevant planning.
• Create short and long term strategies that ensure Self-Serve customers receive world class service experiences now and into the future.
• Gather relevant feedback from Self-Serve customers that influence and inform internal decision making.
• Analyze and utilize data to understand customer pain points, performing root cause analysis to improve key support metrics.
• Customer Support leadership; help manage KPIs and SLAs and ensure an efficient service operation for all customer types.
• Respond to escalated customer service contacts and perform out-reach to dissatisfied customers.
• Deputize for the Director of Customer Support as and when needed.

Qualifications:

• Experience managing complex Customer Service Operations (VIP/Premium style service experience a plus).
• A love of data that drives decision making and a culture of continuous improvement. 
• Ability to influence, inform and engage with various stakeholders across multiple teams.
• Comfortable meeting (virtually) with customers to solve complex & escalated customer service issues where required.
• A genuine Customer Focused mindset and ability to balance the needs of customers with business goals.

(New York only) Starting base pay for this role is between $70,000 and $80,000. The actual base pay is dependent upon many factors, such as: transferable skills, work experience, business needs, training and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits.

What's in it for you:

In addition to joining a creative and international start-up, as a permanent employee you’ll enjoy:

• A very competitive salary and stock options 
• An exciting job that will offer you technical challenges every day
• Flexible working hours
• International company retreats 
• Conference and hardware budget
• Working with a great team (everyone says this, but we’re serious—we’re pretty great)

DataCamp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.