Support Operations Lead

At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community. Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices also in Melbourne, London (UK), Atlanta and San Francisco (USA). We’ve helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing. We have a hybrid working environment. #LI-Remote #LI-Hybrid The Role We are looking for a full-time highly motivated and professional Operations Lead to augment our product support team at Deputy. The outcome of your efforts will be a highly efficient, effective support team, and a delightful customer experience. You will be responsible for driving effectiveness in Support. You’ll be a technical expert in Zendesk system administration, data and business processes as well as connecting various systems together. You’ll also have product sense, to drive continuous improvement in driving better support outcomes. This role can be based in Australia or in the United States (California, Oregon, or Washington state) **Responsibilities**: - Own and drive support, process, product projects to completion in agreement with relevant stakeholders in a cross-departmental function - Driving workflows and recommendations to improve efficiency and effectiveness - Specifying and building tools to improve the speed, reporting and quality of Product & Support Teams - Operate various SaaS systems, such as Zendesk - Assisting with the design and rollout of new channels and service offerings - Preparing performance reports by collecting and analyzing data from Support and Product - Working closely with senior management to help customer service deliver on their components of overall company goals and objectives **Skills and Experience**: - 5+ Years Customer Support or Support Operations experience required, preferably in a global organization - Product sense to deeply understand a product experience and suggest system improvements to drive support efficiency - Inquisitive and troubling shooting skills - Excellent interpersonal skills, including the ability to empathize and deal calmly and professionally with customers to resolve their issues - Ability to triage, diagnose, troubleshoot, and provide solutions for a broad range of problems **WHY JOIN?** - Australian Hyper-Growth Startup - Head Office in Sydney - Why IVP Invested in Deputy - Deloitte's #21 Fastest Growing Technology Startups in Aus 2018 - Raised $111M Series B Round led by IVP, OpenView (our Series A investor), Square Peg Capital and EVP. - Global Growth across APAC, America and EMEA. **PERKS** - Share Options - Paternity/Maternity Leave Policies - Personal Learning & Development Fund - Flexible Work Policy - Company wide Development & Coaching - Hackathons - Awards - "Your Time to Shine & Celebrate Success" - Social Events & variety of social clubs (Books, LGBT, Games, Sports) - Mental Health Support - Munch & Learns **OUR MISSION** At Deputy we’re on a mission to change the way the world works. Since 2008 over 200 million shifts have been rostered on Deputy, in over 90 countries, and across 245 different industries. We’re making it easier for businesses and teams to roster staff, manage leave, complete payroll and take the admin out of work so that our customers can focus on doing what they love. We hire amazing people to do what they’re best at, and work with some incredible businesses all around the world. Check out this video: Deputy Explained Check out why our customers love us: GetApp and G2Crowd. Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.