Shippo has flagged the Customer Support Manager job as unavailable. Let’s keep looking.

Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.

We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment. 

We’re looking for someone who can lead a group of web experience experts within our Global Self-Service team delivering the best possible website, content, and tools. This special someone will design and implement an engaging, and easy-to-use customer self-service experience while connecting customers to our expansive learning library and vibrant customer community. The ideal candidate is someone who can not only plan, but also oversee and manage the Zoom self-service space to the delight of our customers and partners globally. In addition, this role will work directly alongside Zoom marketing leaders to ensure a consistent engagement across every customer-facing Zoom website and platform with the ultimate goal of providing the best possible experience regardless of how our customers choose to interact.

Responsibilities: 

  • Make happy Zoom customers by leading a web self-service customer experience practice
  • Direct user-centered design methods to translate user needs, business objectives, and technology capabilities into enterprise-class experiences
  • Build driven analyses, wireframes, workflows, personas, navigation diagrams, and other information architecture work documents to define, craft and clearly communicate an interactive experience.
  • Direct working experience with web professionals, including developers, customer experience (CX) experts, and project managers.
  • Work directly alongside the Web Marketing team to define visual guidelines for compelling, brand-centric designs, and end-to-end self-service user web experiences
  • Own the end-to-end customer support self-service journey
  • A constant awareness of current and upcoming service delivery tactics that address efficient customer interaction processes and optimization of customer satisfaction/NPS
  • First hand knowledge of omnichannel strategies that include: CRM, KM, Community, Social Media, Chat, Bots, and machine learning approaches
  • Identify self-service analytics approach through leveraging of data such as: customer demographics, KPIs, and common solutions for building and tuning simple, customer-friendly self-service web experiences

Requirements: 

  • 3-5 years of experience working with content management systems, website builders, or other web experience platforms
  • 2-4 years managing a team or program management experience
  • Varied experience with web self-service, community, and knowledge sharing programs that are aligned with industry best practices; a Customer Experience (CX) practices leader helpful
  • WordPress, Adobe Exchange Manager, Zendesk HelpCenter, or other web delivery platforms experience preferred
  • Saas, UCaas, or technical industry preferred 
  • Fluent in English, multiple languages a plus
  • Strong written communication skills
  • Customer-first mentality essential
  • Proven organizational skills across broad corporate-wide efforts required
  • Strong interpersonal skills, ability to convey and relate ideas to others at every level within the corporation
  • Knowledge centered Support certified (KCS) a plus
  • Ability to quickly adapt to a rapidly changing technology landscape
  • Organizational and time management skills
  • Must work well individually and in a team environment
  • Bachelor’s degrees with 3-5 years related industry experience

Explore Zoom:

  • Hear from our leadership team
  • Browse Awards and Employee Reviews on Comparably
  • Visit our Blog
  • Zoom with us!
  • Find us on social at the links below and on Instagram
Read Full Description
Confirmed 21 hours ago. Posted 30+ days ago.

Discover Similar Jobs

Suggested Articles