User Support Manager
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Posted over 3 years ago
**WHO WE ARE**
ORCID (https://orcid.org/) is an independent non-profit organization that serves the global research community. Our mission is to connect research and researchers, with a strong focus on user control and privacy. Launched in October 2012, there are now over 9,000,000 registered ORCID users, more than 1,100 member organizations, and over 30 staff members in 15 countries. Our website and Registry (orcid.org) are published in 11 languages.
We are a mission-driven not-for-profit organization grounded by our core values: we are open, transparent, collaborative, global, diverse, inclusive, trusted, and persistent. We are committed to our values and welcome applications from all qualified candidates. Our remote-only team is diverse, and based around the globe.
**THE ROLE**
ORCID is seeking an experienced manager to lead the user support function for the organization. The successful candidate will manage a team of four to provide timely and quality user support, serve as the “voice of the user” within the organization and work with other departments in improving the user experience, and scale the user support function as the organization grows.
This position is full-time (40 hour/week), and reports to the Technology Director. This is a fully remote role at an all-remote organization. Candidates must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.
# Responsibilities
**Timely and Quality User Support**
Ensures ticket responses meet expectations in both quality and quantity, and that Service Level Agreements and other support team goals are met
Ensures relevant metrics are tracked in order to extract actionable data
Manages support processes and workflows, identifies and implements process and policy improvements, collaborating with other teams as appropriate
Ensures that appropriate tools/documentation/training exist to support the work of the support team
Ensures we are maximizing our use of tools (especially Zendesk) in support workflows
Arranges adequate help desk coverage (e.g. holidays, vacations, weekends)
Assists the support team members in responding to user requests by providing clarification and guidance where required
Identifies trends in user requests and determines the best methods to address them
**Voice of the User in the organization**
Reports bugs and technical issues that drive ticket volume to Technology and Product Team
Ensures user feedback and feature requests are communicated to Product Team
Makes recommendations and collaborates with Product Team on areas of UI which are driving ticket volume
Participates in calls and projects with the other teams (Product, Technology, Communications, Engagement) as needed to provide a “voice of the user” to the larger organization
**Support at Scale**
Leads the support team in identifying ways of reducing ticket volume per number of active users (through bug fixes, suggestions for UI improvements, KnowledgeBase documentation, and other methods)
Leads the support team in identifying ways of improving the efficiency of ticket responses (through technological, organizational, workflow and other means)
Anticipates foreseeable increases in ticket volume and ensures support team will be able to respond at scale
Understands process involved in automating some aspects of user support, as well as benefits, drawbacks, and when to consider automation
**Management**
Coordinates and runs regular (e.g.: 1-2x weekly) internal support team meetings, and other meetings as necessary
Coordinates weekly 1:1 meetings with each support team member
Works with support team members on career goals and professional development
Participates in hiring, evaluating, scheduling and transferring support team members where appropriate
Writes and delivers employee evaluations
# Requirements
Fluent written and spoken communication in English
2+ years of support experience and 2+ years of management experience, OR 2+ years managing a user support team via a helpdesk platform
Excellent communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic environment
Experience extracting and communicating actionable recommendations from feedback and data
Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
Tech-savvy and able to troubleshoot technical issues
Experience optimizing process and building efficiencies through automation
Must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.
**NICE-TO-HAVES**
Experience working remotely
Experience working in the research community
Experience improving support workflows and processes
Experience resolving disputes or other sensitive issues
Experience writing documentation
Experience with analytics, especially with ticket data
WE PROVIDE
A committed and awesome team serving an engaged community
Competitive compensation and benefits
Flexible work hours and tools to support our virtual office environment
ORCID provides a laptop
#Location
- 🌏 Worldwide
ORCID (https://orcid.org/) is an independent non-profit organization that serves the global research community. Our mission is to connect research and researchers, with a strong focus on user control and privacy. Launched in October 2012, there are now over 9,000,000 registered ORCID users, more than 1,100 member organizations, and over 30 staff members in 15 countries. Our website and Registry (orcid.org) are published in 11 languages.
We are a mission-driven not-for-profit organization grounded by our core values: we are open, transparent, collaborative, global, diverse, inclusive, trusted, and persistent. We are committed to our values and welcome applications from all qualified candidates. Our remote-only team is diverse, and based around the globe.
**THE ROLE**
ORCID is seeking an experienced manager to lead the user support function for the organization. The successful candidate will manage a team of four to provide timely and quality user support, serve as the “voice of the user” within the organization and work with other departments in improving the user experience, and scale the user support function as the organization grows.
This position is full-time (40 hour/week), and reports to the Technology Director. This is a fully remote role at an all-remote organization. Candidates must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.
# Responsibilities
**Timely and Quality User Support**
Ensures ticket responses meet expectations in both quality and quantity, and that Service Level Agreements and other support team goals are met
Ensures relevant metrics are tracked in order to extract actionable data
Manages support processes and workflows, identifies and implements process and policy improvements, collaborating with other teams as appropriate
Ensures that appropriate tools/documentation/training exist to support the work of the support team
Ensures we are maximizing our use of tools (especially Zendesk) in support workflows
Arranges adequate help desk coverage (e.g. holidays, vacations, weekends)
Assists the support team members in responding to user requests by providing clarification and guidance where required
Identifies trends in user requests and determines the best methods to address them
**Voice of the User in the organization**
Reports bugs and technical issues that drive ticket volume to Technology and Product Team
Ensures user feedback and feature requests are communicated to Product Team
Makes recommendations and collaborates with Product Team on areas of UI which are driving ticket volume
Participates in calls and projects with the other teams (Product, Technology, Communications, Engagement) as needed to provide a “voice of the user” to the larger organization
**Support at Scale**
Leads the support team in identifying ways of reducing ticket volume per number of active users (through bug fixes, suggestions for UI improvements, KnowledgeBase documentation, and other methods)
Leads the support team in identifying ways of improving the efficiency of ticket responses (through technological, organizational, workflow and other means)
Anticipates foreseeable increases in ticket volume and ensures support team will be able to respond at scale
Understands process involved in automating some aspects of user support, as well as benefits, drawbacks, and when to consider automation
**Management**
Coordinates and runs regular (e.g.: 1-2x weekly) internal support team meetings, and other meetings as necessary
Coordinates weekly 1:1 meetings with each support team member
Works with support team members on career goals and professional development
Participates in hiring, evaluating, scheduling and transferring support team members where appropriate
Writes and delivers employee evaluations
# Requirements
Fluent written and spoken communication in English
2+ years of support experience and 2+ years of management experience, OR 2+ years managing a user support team via a helpdesk platform
Excellent communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic environment
Experience extracting and communicating actionable recommendations from feedback and data
Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
Tech-savvy and able to troubleshoot technical issues
Experience optimizing process and building efficiencies through automation
Must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.
**NICE-TO-HAVES**
Experience working remotely
Experience working in the research community
Experience improving support workflows and processes
Experience resolving disputes or other sensitive issues
Experience writing documentation
Experience with analytics, especially with ticket data
WE PROVIDE
A committed and awesome team serving an engaged community
Competitive compensation and benefits
Flexible work hours and tools to support our virtual office environment
ORCID provides a laptop
#Location
- 🌏 Worldwide