Technical Support Operations Lead

Flexera Software

5+ Years | Canada (Remote) | Full Time | 1 day ago

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Job Summary

Flexera is seeking a Technical Support Operations Lead to join their world-class Support organization. This role focuses on driving effectiveness, efficiency, and team engagement through project execution, data reporting, analysis, and tooling/process improvements. The ideal candidate will be a self-starter with a 'Chief of Staff' mentality, passionate about continuous improvement and enhancing both customer and team experiences. The position involves leading initiatives, monitoring performance, managing CSAT surveys, and partnering on Salesforce Service Cloud evolution.

Must Have

Participate and/or lead/project-manage initiatives around people/process/technology improvements
Lead from the front as we incorporate exciting AI solutions into working methods
Develop and refine support processes and best practices to enhance operational efficiency and service quality
Track and analyze support metrics to evaluate service/team performance & goal attainment
Identify trends and implement strategies for continuous improvement
Develop a strong understanding of Flexera’s product portfolio, customer subscription/maintenance plans, and Support processes
Refine existing and create new standard reports, dashboards, and workflows across all solution areas
Ownership of the Customer Satisfaction (CSAT) survey process
Partner with Support leadership on the evolution of Salesforce’s AI-enabled Service Cloud and Customer Community
Act as the primary liaison with IT Business Systems, Customer Community teams for Salesforce Service Cloud administration, skills-based case routing, automation, and knowledge base initiatives
Documenting and improving working methods and processes for knowledge sharing and onboarding
Ownership of the continuous improvement of the ‘technical debt’ of Support data
Passionate customer orientation and dedication
5+ years of experience in an operations role (e.g., Sales, Revenue, Marketing operations) or in a technical support engineer role
Competence with Salesforce.com Service Cloud, Atlassian Jira & Confluence
Strong computer, analytical, and organizational skills
Experience measuring performance using key business metrics
Customer-focused and able to empathize with their needs
Well-developed communication (written, verbal) and presentation skills
Track record of collaboration and teamwork
Able to work quickly and methodically
Innovative mindset and enthusiasm for process improvement
Bachelor’s degree in business management, computer science, information technology, or related field

Good to Have

Familiarity with Gainsight
Familiarity with Power BI
Familiarity with Microsoft Excel
Familiarity with PowerPoint
Familiarity with SharePoint

Perks & Benefits

Engagement levels above the top 10% industry benchmark
Excellent employee retention
Equal opportunity employer
Diverse, equitable, and inclusive workforce
DEI (Diversity, Equity, and Inclusion) council
Accommodations for candidates

Job Description

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

Who are we?

Flexera saves customers billions of dollars in wasted technology spend.

A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement, and cloud teams to gain deep insights into cost optimization, compliance, and risks for each business service.

Flexera One solutions are built on a set of definitive customer, supplier, and industry data powered by our Technology Intelligence Platform. This enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry. We are Flexera. With more than 50,000 customers worldwide, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why Gartner, Forrester, and IDC consistently recognize us as a category leader in the marketplace.

About the role:

We are building a world-class Support organization and are looking for team members passionate about continuous improvement.

This position will help drive effectiveness, efficiency, and team engagement through project execution, data reporting & analysis, and tooling/process improvements. This role will offer some variety, combining standard tasks/responsibilities with direct involvement in new initiatives.

You will be customer-focused, looking for ways to improve both the customer and team experience wherever possible.

You will be reporting directly to the Vice President of Solutions Support. It is expected that you will have a ‘Chief of Staff’ mentality that includes being a self-starter who does not need to be micro-managed.

Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of Hybrid ITAM and FinOps technology. Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.

Responsibilities:

Participate and/or lead/project-manage initiatives around people/process/technology improvements. Lead from the front as we incorporate exciting AI solutions into our working methods.
Develop and refine support processes and best practices to enhance operational efficiency and service quality.
Performance Monitoring: Track and analyze support metrics to evaluate service/team performance & goal attainment, identify trends, and implement strategies for continuous improvement. You will need to develop a strong understanding of Flexera’s product portfolio, customer subscription/maintenance plans, and our Support processes. We expect that, in addition to providing the data, you will understand our business well enough to offer observations and suggestions for improvement/actions. You will need to refine existing and create new standard reports, dashboards, and workflows across all solution areas to help drive our decision-making.
Ownership of our Customer Satisfaction (CSAT) survey process. Helping to partner with our management team to leverage this valuable ‘voice of the customer’ initiative to drive process and team improvements. This will include the refinement of the survey questions via the survey tool (Gainsight) and the management follow-up actions (‘Calls-to-Action, CTAs), the administration of any employee rewards to drive performance/results, and the communications around the results/related initiatives back to the business.
Partner with Support leadership on the evolution of Salesforce’s AI-enabled Service Cloud and Customer Community.
Act as the primary liaison with IT Business Systems, Customer Community teams for Salesforce Service Cloud administration, skills-based case routing, automation, and knowledge base initiatives.
Documenting and improving our working methods and processes to help with knowledge sharing for the onboarding of new employees and the capturing of best practices.
Ownership of the continuous improvement of the ‘technical debt’ of our Support data.
We are a global team that supports customers/team members around the world. On occasion, you may be expected to attend meetings during off-shift hours.

Requirements:

Passionate customer orientation and dedication.
5+ years of experience in an operations role (for example, Sales, Revenue, Marketing operations) or in a technical support engineer role.
Competence with Salesforce.com Service Cloud, Atlassian Jira & Confluence. Familiarity with Gainsight, Power BI, Microsoft Excel, PowerPoint & SharePoint preferred.
Strong computer, analytical, and organizational skills. A hands-on attitude with a willingness to get your hands dirty with our tools and data.
Experience measuring performance using key business metrics.
Customer-focused and able to empathize with their needs. Works to understand and support others' needs.
Well-developed communication (written, verbal) and presentation skills.
Track record of collaboration and teamwork. The ability to collaborate well with people at all levels is essential.
Able to work quickly and methodically.
Innovative mindset and enthusiasm for process improvement.
Creates and pursues goals that contribute to team success, holds self and others accountable to deliver results.
Adapts and responds to our changing environment and looks to create opportunities for positive change.
Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts the team's best interests ahead of self.
Takes responsibility for individual, team, organizational, and customer success. Manages time, goals, and priorities to continuously improve and add value.
Bachelor’s degree in business management, computer science, information technology, or related field.

Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.

Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.

We encourage candidates requiring accommodations to please let us know by emailing careers@flexera.com.