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Support Operations Leader

3 months ago

Canada ClickHouse Full time

ClickHouse is actively seeking a Support Operations Leader to enhance our rapidly evolving organization. In this essential role, you will play a crucial part in our company, working collaboratively across support services and software engineering teams to enhance efficiency and refine processes within the fast-paced cloud services sector. The Support Operations Leader holds a key position in the coordination and enhancement of our support services operations. Your responsibilities will include ensuring smooth interdepartmental collaboration and delivering data-driven insights to guide strategic choices.

Key Responsibilities:

  • Serve as a visionary in the support tooling domain, articulating a clear perspective on how emerging AI technologies can enhance productivity.
  • Oversee the implementation and maintenance of support tools, demonstrating excellence in deploying Salesforce Service Cloud for the automation and scalability of support functions.
  • Collaborate with the VP of Support Services to pinpoint areas for process optimization, develop subsequent business requirements, and lead tool implementation initiatives in conjunction with the broader Operations team.
  • Work alongside Operations and relevant Engineering teams (e.g., Control Plane) to diagnose and resolve issues in existing support processes.
  • Engage with team leads across Operations (Sales Ops, Business Systems) to ensure that any process modifications, automation designs, or tool selections align with the overall go-to-market strategy.
  • Conduct data hygiene assessments of all Salesforce and Support Cloud Console and Learning data, collaborating with the team to address any discrepancies.
  • Manage all Support Services and Learning data analytics and hygiene, ensuring data flows from relevant systems into Salesforce as the authoritative source and ClickHouse's data warehouse; create meaningful reports, dashboards, and analyses using Salesforce, Excel, Superset, etc.
  • Develop and maintain comprehensive documentation on support policies and processes to promote compliance and data integrity.
  • Collaborate with Support leaders to codify knowledge and establish a repeatable training program for new hires.

Qualifications:

  • 5+ years of experience in technology companies, with a preference for start-up experience.
  • Previous experience in a Support Operations or Support Engineer role, or a close working relationship with Support teams.
  • Current Salesforce Certified Admin or a desire to achieve Salesforce Service Cloud certification.
  • Ability to articulate business requirements and translate them into technical specifications and prioritized roadmaps.
  • Proven ability to manage and adeptly handle multiple projects, stakeholders, and deadlines.
  • Strong organizational skills, capable of working independently as well as in a highly collaborative, team-oriented environment.
  • Systems thinking, with the ability to accurately define problems and apply innovative solutions through process and technology.
  • Excellent communication skills, with the ability to comprehend complex concepts and convey them clearly and effectively.
  • Familiarity with support tools (e.g., Salesforce, Drift, Thena, MatrixLMS, etc.).
  • Experience in basic data analytics (e.g., SQL, Excel, Tableau, Superset).
  • Technical expertise to perform basic development and troubleshooting, including integrations/APIs (e.g., Mulesoft, JSON, JS, Typescript, etc.).
  • Experience working in a consulting or start-up environment, gaining insights into various organizational operations.

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