\nWirex is seeking a dedicated Efficiency Manager to optimize our current setup of Freshdesk, our primary customer support platform. The Efficiency Manager will be responsible for streamlining operations, enhancing integration with other tools such as Jira and our database (DB), and improving reporting capabilities. This role requires strong organizational skills, attention to detail, and the ability to implement efficient workflows. ย \n\nย \n\nResponsibilities: ย \n\nFreshdesk Clean-upย \nโ Identify and address open and pending status tickets that are not assigned to any workflow.ย \nโ Streamline ticket management processes to ensure timely resolution and minimize backlog. ย \nโ Conduct regular audits to maintain system cleanliness and optimize performance. ย \n\nIntegration Enhancementย \nโ Collaborate with relevant teams to ensure seamless integration between Freshdesk, Jira, and our database. ย \nโ Implement strategies to pass relevant information from our database to Freshdesk for improved user experience and efficiency. ย \nโ Troubleshoot integration issues and work towards solutions in a timely manner. ย \n\nKnowledge Base Improvementย \nโ Enhance the self-service knowledge base to empower users and reduce reliance on agent interactions. ย \nโ Develop and refine knowledge base articles and flows to address common customer inquiries.ย \nโย Monitor and analyse user feedback to continuously improve the effectiveness of the knowledge base. ย \n\nPerformance Metrics and Reportingย \nโ Define key performance indicators (KPIs) to measure the efficiency and effectiveness of support operations. ย \nโย Generate regular reports on ticket resolution times, customer satisfaction scores, and other relevant metrics.ย \nโย Provide insights and recommendations based on data analysis to drive continuous improvement. ย \n\nTraining and Supportย \nโ Train support agents and other relevant staff on best practices for utilizing Freshdesk and related tools. ย \nโ Provide ongoing support and guidance to ensure team members are equipped to effectively utilize the system. ย \n\nย \n\nQualifications: ย \nโย Proven experience in managing and optimizing customer support systems.ย \nโย Familiarity with ticketing systems, CRM platforms, and database management. ย \nโ Strong analytical skills with the ability to interpret data and identify trends. ย \nโย Excellent communication and interpersonal skills.ย \nโย Ability to work independently and collaboratively in a fast-paced environment. ย \n โ Prior experience with Jira integration is a plus. ย \nโย Fluency in English; proficiency in additional languages is advantageousย \n\nย \n\n Key Performance Indicators (KPIs): ย \nโ Complete the Freshdesk clean-up project within three months. ย \nโย Improve self-service knowledge base and flows to reduce agent interaction by 20% within six months.ย \nโย Ensure Freshdesk is correctly integrated with Jira and our DB within four months. ย \nโย Drive ongoing efficiency and analytic improvements to enhance customer support operations. ย \n\nย \n\nBenefits:ย \nโย Premium tariffs for our product.ย \nโย Semi-remote work with flexible hoursโwork from home orย office.ย \nโย Home office allowance.ย \nโย Virtual share options scheme after the probation period.ย \nโย Comprehensive medical insurance after one month ofย collaboration.ย \nโย Generous vacation policy: 23ย business days ofย paid leave + 12ย paid floating holidays.ย \nโย Paid sick leave, Birthday, and Anniversary leave.ย \nโย Length ofย Service Holidays.ย \nโย Engaging inย online events for learning and enjoyment.ย \nโย Coworking with all facilities and shelter.ย \n\nย \n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
\n\n#Location\nWorldwide
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