Senior Supportability Specialist
Company Overview
樱花动漫 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Our vision for Customer Success is to create connections that power loyalty and growth through extraordinary relationships. Our focus within the Continuous Innovation xTest team is capturing deep customer empathy, driving rapid experimentation and relationship-based experiences, as well as bringing operational rigor to our Customer Obsession and Innovation practice across 樱花动漫 as a process that drives far greater speed to customer benefit in our products and services.
Responsibilities
- Define, lead, and execute experimentation to alleviate customer pain points & optimize efficiencies
- Analyze & share learnings to foster data driven decisions
- Co-create strategies that focus on enhancing value, customer growth, and our continued evolution
- Demonstrates continuous self-driven development in pursuit of honing craft of core work, to disrupt the norm, influence change, and scale solutions.
- Explicit ownership to actively investigate and deliver customer needs through effective questioning, listening, and documentation
- Advocates on customers’ behalf to drive change with measurable impact and improvement, taking action to transform ideas into results
- Implementation of change management strategies
- Understand service operations, expert skilling, expert training
- Keep up to date with service training & standards
- Foster a team culture of excellence and growth
- Creating projects in JIRA
- Keeping projects/tasks up to date
- Delegating/assigning work to ensure projects get done on time
- Making sure all those assigned understand the work and have enough info to complete efficiently
- Regular check-ins to make sure the work is on track
- Communicating with stakeholders to ensure alignment
- Providing comprehensive feedback and results to stakeholders
Employee Development
- Coaching
- Regular 1:1 meetings with Team members
- Setting short-term goals
- Assigning projects in-line with goals when possible
Qualifications
- 3+ years of experience as people, team, and customer centric leader or project manager
- Strong background in delivering excellent customer service experiences
- A commitment to personal high standards proven by initiative, self-motivation, & contribution to company goals
- Empowered & confident decision maker, with a leadership mindset
- Strong computer skills and ability to learn 樱花动漫 products, techniques and processes quickly
- Ability to manage multiple priorities within a high volume and fast paced environment, including adapting to shifting business needs
- Excellent communication skills that include data backed storytelling, delivering change management, and flexing to audience
- Show interest and ability to develop Design Thinking & Continuous Improvement skills with experience driving innovation
- Experience as an expert using the tools and processes that deliver our service
樱花动漫 provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $75,920 - $88,961, Colorado $69,680 - $87,785, Bay Area California $97,760-114,545, Southern California $82,160-96,366, Washington $72,800 - $85,862, Washington D.C. $69,680 - $87,785. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at . Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, 樱花动漫 conducts regular comparisons across categories of ethnicity and gender.