About Us

UJET is the world’s first and only cloud contact center platform for smartphone-era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.

Opportunity 

The UJET team is growing and we are looking for an experienced Support leader with a strong technical background in contact center to join our Strategic Operations team. Your mission will be to build and lead a team of Support Engineers to support UJET’s largest and most strategic global alliance partners. You will have a massive impact on the company trajectory as you will help to define process, build a global support team, and implement big ideas that will fuel UJET's next phase of growth. The right candidate is passionate about creating great customer experiences, growing and developing team members, creating a vision and strategy to support their teams and delivering with a high level of success, leveraging cross-departmental collaboration.

Responsibilities

• Build and lead UJET’s Global Partner Support team, delivering best-in-class technical support to our strategic accounts and partners around the world 24/7.
• Act as a technical point of escalation for UJET’s strategic partners and work directly with the UJET Engineering team to identify, prioritize, and resolve issues while communicating status updates to appropriate stakeholders.
• Collaborate with our direct Customer Support team to create the vision for the future of Support at UJET, and introduce innovative ways to ensure deep engagement with our customers and partners.
• Develop and execute support operations strategy, metrics, communication channels, workstreams, and operating procedures to ensure a seamless, scaled and efficient experience for strategic partners and internal teams.
• Identify and document product bugs and feature requests and work with internal teams, customers, and partners to prioritize feedback for the roadmap, identify workarounds, and implement effective solutions
• Work closely with Product Management to improve our products and champion the voice of the customer
• Create operational dashboards to inform and support initiatives that elevate team performance, including periodic reports on operations for senior leadership and partner-facing technical reviews.

Requirements

• 8+ years working in a customer or partner support organization for a global B2B tech, SaaS or enterprise software business
• 6+ years of experience managing a team with a proven track record of scaling teams and processes.
• Ability to think systematically in order to drive efficiencies and streamline operations.
• Exceptionally results oriented mindset; analytical and methodical approach to identifying challenges and measuring impact and strong ownership in tracking metrics and outcomes.
• Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skills.
• Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations.
• Experience working and managing remote employees
• Willing to travel based on customer and business needs

UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat).

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledge they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!