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?
About the roleWe are seeking a dynamic and experienced Tools Lead to join our team. This role will be responsible for the effective management, configuration, and optimization of our customer service technology tools to ensure seamless and efficient customer support operations. You will work closely with the customer service team leadership, product, engineering, IT, and vendors to deliver an exceptional customer service experience.
What you'll doKey ResponsibilitiesTechnology Tool Management: Oversee and manage the configuration, customization, and day-to-day operation of customer service technology tools:Zendesk - triggers, SLA setup, billing, and all other relevant functionsSlack - keep workflows up and running and establish better reporting functionality for questions channelsAda - ensure continued functionality and improvement of declarative bot and testing for GAI bot.Own integration planning between third-party tools and Flex internal systemsWork to increase functionality and drive efficiency for internal and BPO agentsStampbot - improve functionality and ensure consistent experience across all ticketsEnterprise reporting - help maintain dashboards and reporting requests for CS and other deptsNew Tools - identify new tools that will increase efficiency and improve customer experienceTechnical Support: Provide technical support and troubleshooting for customer service tool-related issues, ensuring minimal downtime and disruptionsEX: Email, phone, and chat functionality in ZendeskData Analysis: Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions to enhance the customer experienceUtilize existing reporting dashboards or request new functionality to identify tooling gapsProject Management: Lead projects related to technology tool updates, integrations, and customizations. Ensure projects are completed on time and within budgetManage inbound requests for tools improvements submitted by operations teamsTraining and Documentation: Function as the tools SME to assist with the development of training materials and documentation to educate team members on effective use of customer service technology tools. Provide training and ongoing support as neededSecurity and Compliance: Ensure that customer data is handled securely and in compliance with data privacy regulations. Implement best practices in data security and privacyVendor Relationships: Facilitate relationships with technology vendors, participate in the negotiation of service agreements, and stay informed about product updates and developmentsContinuous Improvement: Proactively identify opportunities for improvement in customer service operations, and implement changes to enhance tooling and processes - including addition of new tools (or budget requests for such tools when necessary)Customer-Centric Approach: Collaborate with the Customer Success team to understand the customer journey and use technology tools to enhance customer satisfactionCross-Functional Collaboration: Work closely with product, engineering, customer service representatives, and other departments to ensure the smooth operation of technology toolsExperience:2-5 years of previous experience with tools/application administration and/or supportStrong proficiency in Customer Service technology tools such as:Zendesk, Ada, Slack, and SigmaProven experience in managing and configuring customer service technology toolsExcellent problem-solving and troubleshooting skillsStrong project management and organizational skillsData analysis expertise to drive data-driven decisionsAbility to communicate technical concepts clearly to non-technical team membersCommitment to data security and privacy best practicesWorking knowledge of RESTful API principlesThe national pay range for this role is $90,000 - $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 pay100% company-paid medical, dental, and vision401(k) + company stock optionsUnlimited paid time off with a PTO minimum + 13 company paid holidaysParental leaveFlex Cares Program: Non-profit company match + pet adoption coverage #J-18808-Ljbffr
