Support Operations Specialist

6 Days ago • 1-3 Years

About the job

Summary_{By Outscal}

YouVersion seeks a Support Operations Specialist to build and implement tech strategies for their support team. Responsibilities include bug tracking, system development, and process improvement for faster issue resolution. Strong communication, tech-savviness, problem-solving, and leadership skills are essential.

The YouVersion Support Operations Specialist is primarily responsible for building and implementing the strategy for the technical aspects of YouVersion Support. This includes tracking bugs and user pain points, building new systems to improve team communication, and developing processes to resolve issues more quickly. The Support Operations Specialist will be responsible for one or more areas in the Bible App, such as bug tracking and reporting, product knowledge and documentation, and support tools management.

YouVersion was created by the local church in 2007 and remains a ministry of Life.Church today. At Life.Church, our mission is to lead people to become fully devoted followers of Christ. Our team is committed to reaching people worldwide through innovative technology. And YouVersion is one of the ways we get to do that. Life.Church is a multi-site Christian church meeting in the United States and globally at Life.Church Online.

We wholeheartedly believe a daily rhythm of seeking intimacy with God has the power to transform lives. That’s why YouVersion creates biblically-based experiences that encourage and challenge people to seek God. We hope everyone in our community is on an active journey to become who God made them to be, abiding in Him, and drawing closer every day.

What You'll Do

Develop and maintain systems to track and report known issues.
Lead regular cross-functional meetings to ensure clarity around reported issues and assist in prioritizing issues.
Communicate effectively on the status of reported issues to the Community Care team.
Regularly review Support inboxes to understand more significant issues and trends.
Participate in after-hours on-call rotation, monitoring feedback from the YouVersion community and automated alerting systems, alerting the appropriate team members and volunteer teams when an urgent issue arises.
Create and streamline communication resources, message templates, and documentation to ensure alignment with the Support communication strategy and voice.
Track product roadmap and understand the app and web release cycles, updates, changes, etc.
Build systems to ensure timely understanding of new releases and app changes.
Ensure volunteers are equipped with timely information on outages, bugs, or upcoming product releases.
Work with the Internal Tools team to improve current Support and user management tools.
Identify pain points in the Support process, including Support visibility and accessibility.

Skills Needed to Succeed

Excellent verbal, written, and interpersonal communication skills to foster relationships and partnerships.
Capacity to quickly learn new technologies and programs.
Ability to self-motivate, make independent decisions, and solve problems.
Maintain flexibility and initiate the creation of new processes and project strategies.
Strong leadership skills and understanding of developing and guiding others.
High School Diploma or GED.
1 –3 years of related work experience.

Benefits We Offer

- Paid parental leave, including maternity, paternity, and adoption leave.

- Generous employer-paid leave for the use of vacation, sick time, and other qualifying reasons.

- Innovative and comprehensive Medical, Dental, and Vision insurance that provides team members with useful resources and savings to navigate their holistic health.

- Life insurance policy provided for all staff members at 2x annual salary at no cost. Additional life insurance coverage is available to purchase.

- Short-Term and Long-Term disability is covered at 100% for full-time qualified staff members.

- Comprehensive wellness and mental health benefits allow staff to proactively invest in their physical and emotional health.

- Generous 401(k) retirement plan allowing a team member to have up to 12.5% (including employee contribution, employer match, and employer discretionary contribution) contributed into their account in their first year. It doesn’t stop there—the more years on staff, the greater the investment!

-$160 annually in development dollars for team members to invest in their professional growth.

- Casual dress and work environment.

- And much more!

Our Beliefs, Culture, and Commitment to Diversity

At Life.Church, every staff member, and intern is a minister and is expected to engage in the church's ministry fully. We consider ministry readiness and an individual’s capacity to represent Life.Church’s beliefs as a minister during the selection process for all staff and intern positions. An essential function within every position held by a staff member or intern at Life.Church is to uphold and represent the beliefs of Life.Church. Learn more about what we believe at Life.Church.

While we unite around our mission, we know unity doesn’t mean uniformity. Our calling is too great, and our mission is too important not to be intentional about strengthening our team through diversity. We know that diverse perspectives in race, ethnicity, background, age, and gender are essential to reaching the world for Christ. To learn more about how we strengthen our team through diversity, visit our careers page.

All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only.