Customer Success Manager driving scalable customer adoption and success for deployable SW, F5 Distributed Cloud solutions and increasing NGINX support. Role requires technical acumen with excellent communication skills.
About the role
- Customer Success Operations Manager focused on optimizing customer experience operations for Fi, a tech company transforming pet-human relationships through advanced tracking solutions.
Responsibilities
- Workforce Management: Own staffing models, forecasting, and scheduling to keep us ahead of demand.
- Leader on Duty Flows: Run real-time queue management and escalation paths to protect SLAs.
- Zendesk Optimization: Improve how we use Zendesk—building workflows, automations, and reporting that scale.
- People Management: Manage and develop a team of CX specialists and team leads.
- BPO & Vendor Management: Scale operations effectively through BPO partnerships and oversee vendor relationships to maintain quality and efficiency.
- Operational PM: Drive structure in meetings, assign ownership in Asana, and ensure follow-through on priorities.
- Tooling & Systems: Evaluate, implement, and optimize the platforms that power CX.
- CX for Connected Devices: Apply best practices for consumer electronics and/or IoT support, ensuring seamless experiences for hardware and app-based products.
Requirements
- 5+ years of experience in CX operations, workforce management, or technical support leadership, including managing support teams of 10+.
- Proven success with queue design, WFM platforms, and real-time ops management.
- Hands-on expertise with Zendesk (or similar CX tools) and the ability to improve how teams use them.
- Strong people leadership—you can motivate, coach, and hold teams accountable.
- Highly organized and detail-oriented; you can walk into a room, map the players, and create structure fast.
- A data-driven approach with experience forecasting, building capacity plans, and reporting on KPIs.
Benefits
- Time to Recharge: Flexible PTO to take the breaks you need.
- Top-Notch Health Coverage: Full medical, dental, and vision insurance.
- Wellness Perks: Free access to One Medical, Kindbody, and Talkspace.
- Give Back to the Pups: $500 annual donation to a dog charity of your choice through our BarkBack Program.
- Free Fi Membership: Your pup gets a Fi collar, on us.
- Love for Friends + Family: Share Fi with your pack through our gifting program.
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