Technical Operations Manager
Posted on :
06-09-2024
Employer Active
1 Vacancy
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Job Description
Technical Operations Manager
Job Location: Bangalore
Experience: 8 to 15 years
Salary: Upto 20 LPA
Should be able to understand Web3 technology & Advertising
Job Summary
As the Operations Manager for Technical Operations and Community Management you will
take charge of our technical support operations community engagement and customer
experience processes. You will play a key role in managing inbound customer support
tickets building robust SOPs and process flows and ensuring a wellstructured framework
for community management and user interaction. This role requires you to work closely with
crossfunctional teams including engineering product and marketing to ensure that
customer issues are addressed efficiently and that we maintain a vibrant engaged user
community.
Key Responsibilities
1. Technical Operations Management:
Ticket Management: Oversee the customer support ticketing system (e.g. Zendesk
Jira Intercom) ensuring tickets are properly triaged assigned and resolved within
set SLAs.
Escalation Management: Handle escalations for critical technical issues
collaborating with engineering and product teams to ensure swift and effective
solutions.
Service Level Agreements (SLAs): Monitor and ensure adherence to SLAs for ticket
response and resolution times continually aiming to improve team performance and
customer satisfaction.
Process Documentation: Build and maintain Standard Operating Procedures (SOPs)
and process flows for technical operations ensuring scalability and efficiency as the
team grows.
Root Cause Analysis: Investigate recurring technical issues performing root cause
analysis and collaborating with product and engineering to implement longterm
solutions.
2. Inbound Customer Support:
Customer Queries: Manage and optimize inbound support processes ensuring all
customer inquiries are handled promptly via multiple channels (email live chat social
media etc.).
SOPs & Frameworks: Create and refine SOPs and process frameworks to
standardize how customer inquiries and technical issues are addressed across the
team.
Training & Mentorship: Train support team members (or hire new team members if
scaling) to ensure they adhere to processes and deliver excellent service.
Feedback Loop: Establish a feedback loop to relay customer insights and challenges
to the product and engineering teams for continuous improvement.
Metrics Reporting: Track and report on key support metrics such as ticket volumes
response times and customer satisfaction (CSAT).
3. Community Management:
Community Engagement: Build and implement a community management framework
that fosters engagement across platforms like forums social media and community
channels (Slack Discord etc.).
Supportive Environment: Ensure the community is wellsupported by creating
processes and structures for handling user feedback FAQs and product education.
Content Development: Collaborate with marketing to develop educational content
and FAQs that assist community members in troubleshooting issues and making the
most of our product.
User Events: Organize virtual events such as webinars product demos and Q&A
sessions to engage users and provide product updates.
Feedback Gathering: Continuously gather and prioritize community feedback
aligning user needs with the product development roadmap.
Moderation & Support: Ensure that community questions and concerns are
addressed promptly escalating issues as necessary to relevant teams.
4. Process Improvement & Documentation:
SOP Development: Design and document SOPs for all areas of technical operations
and community management ensuring smooth processes for support handling and
community engagement.
Process Optimization: Identify inefficiencies in customer support workflows and
community engagement processes then implement process flows and tools to
improve them.
Framework Creation: Develop a scalable framework for managing community
interactions ticket resolutions and customer feedback that evolves with the
business.
5. CrossFunctional Collaboration:
Collaboration with Engineering: Work closely with engineering to ensure that
technical issues flagged by customers are resolved quickly and effectively.
Product Team Interface: Relay customer feedback and pain points to the product
team for future feature development and UX/UI improvements.
Marketing Collaboration: Partner with marketing and community team to highlight
customer success stories communitydriven product feedback and product updates.
Requirements:
5 years of experience in technical operations community management or customer
support within a SaaS environment.
Proven experience in creating and managing SOPs process flows and frameworks
to scale customer support and community engagement.
Customer Support Tools: Expertise with support tools such as Zendesk Intercom
Jira or similar ticketing systems.
ProblemSolving Skills: Strong analytical and problemsolving skills with experience
in performing root cause analysis and improving support processes.
Community Management: Experience in managing online communities or user
groups across platforms such as Slack Discord or social media.
Excellent Communication: Strong written and verbal communication skills for internal
team coordination and customer interactions.
Technical Aptitude: A solid understanding of technical concepts with the ability to
explain issues to nontechnical stakeholders and customers.
MetricsDriven: Ability to track and report on key support and community
engagement metrics including CSAT NPS and ticket resolution times.
CrossFunctional Collaboration: Proven ability to work effectively with engineering
product and marketing teams.
NicetoHave Skills:
Experience with SaaS analytics tools for tracking customer metrics (e.g. CSAT NPS
First Response Time Time to Resolution).
Prior experience in scaling customer support or community teams.
Familiarity with community management software
customer,management,community engagement,operations,customer support,teams,metrics,technical operations,stakeholder management
Employment Type
Full Time
Key Skills
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