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User Support Manager🎈 verified closed
💰 $70k - $100k*
**WHO WE ARE**\n\nORCID (https://orcid.org/) is an independent non-profit organization that serves the global research community. Our mission is to connect research and researchers, with a strong focus on user control and privacy. Launched in October 2012, there are now over 9,000,000 registered ORCID users, more than 1,100 member organizations, and over 30 staff members in 15 countries. Our website and Registry (orcid.org) are published in 11 languages.\n\nWe are a mission-driven not-for-profit organization grounded by our core values: we are open, transparent, collaborative, global, diverse, inclusive, trusted, and persistent. We are committed to our values and welcome applications from all qualified candidates. Our remote-only team is diverse, and based around the globe.\n\n\n**THE ROLE**\n\nORCID is seeking an experienced manager to lead the user support function for the organization. The successful candidate will manage a team of four to provide timely and quality user support, serve as the “voice of the user” within the organization and work with other departments in improving the user experience, and scale the user support function as the organization grows.\n\nThis position is full-time (40 hour/week), and reports to the Technology Director. This is a fully remote role at an all-remote organization. Candidates must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.\n\n\n\n# Responsibilities\n **Timely and Quality User Support**\n\nEnsures ticket responses meet expectations in both quality and quantity, and that Service Level Agreements and other support team goals are met\nEnsures relevant metrics are tracked in order to extract actionable data \nManages support processes and workflows, identifies and implements process and policy improvements, collaborating with other teams as appropriate\nEnsures that appropriate tools/documentation/training exist to support the work of the support team\nEnsures we are maximizing our use of tools (especially Zendesk) in support workflows\nArranges adequate help desk coverage (e.g. holidays, vacations, weekends)\nAssists the support team members in responding to user requests by providing clarification and guidance where required\nIdentifies trends in user requests and determines the best methods to address them\n\n\n**Voice of the User in the organization**\n\nReports bugs and technical issues that drive ticket volume to Technology and Product Team\nEnsures user feedback and feature requests are communicated to Product Team\nMakes recommendations and collaborates with Product Team on areas of UI which are driving ticket volume\nParticipates in calls and projects with the other teams (Product, Technology, Communications, Engagement) as needed to provide a “voice of the user” to the larger organization\n\n\n**Support at Scale**\n\nLeads the support team in identifying ways of reducing ticket volume per number of active users (through bug fixes, suggestions for UI improvements, KnowledgeBase documentation, and other methods)\nLeads the support team in identifying ways of improving the efficiency of ticket responses (through technological, organizational, workflow and other means)\nAnticipates foreseeable increases in ticket volume and ensures support team will be able to respond at scale\nUnderstands process involved in automating some aspects of user support, as well as benefits, drawbacks, and when to consider automation\n\n\n**Management**\n\nCoordinates and runs regular (e.g.: 1-2x weekly) internal support team meetings, and other meetings as necessary\nCoordinates weekly 1:1 meetings with each support team member\nWorks with support team members on career goals and professional development\nParticipates in hiring, evaluating, scheduling and transferring support team members where appropriate\nWrites and delivers employee evaluations\n\n\n\n \n\n# Requirements\nFluent written and spoken communication in English\n2+ years of support experience and 2+ years of management experience, OR 2+ years managing a user support team via a helpdesk platform\nExcellent communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic environment\nExperience extracting and communicating actionable recommendations from feedback and data\nMotivated and results-driven, with a high-level of energy, enthusiasm, and initiative\nTech-savvy and able to troubleshoot technical issues\nExperience optimizing process and building efficiencies through automation\nMust be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.\n\n\n**NICE-TO-HAVES**\n\nExperience working remotely\nExperience working in the research community\nExperience improving support workflows and processes\nExperience resolving disputes or other sensitive issues\nExperience writing documentation\nExperience with analytics, especially with ticket data\n\n\nWE PROVIDE\n\n\n\nA committed and awesome team serving an engaged community\nCompetitive compensation and benefits\nFlexible work hours and tools to support our virtual office environment\nORCID provides a laptop\n\n\n\n\n \n\nBe sure to mention the words **SHIVER EARLY SLAM** when applying to show you read the job post completely. This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on previous jobs related to Manager, Customer Support and Executive jobs that are similar:\n\n $70,000 — $100,000/year\n \n\n#Location\n🌏 Worldwide
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