Director of Support Operations & Enablement

| San Francisco
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Who We Are:

KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads. 

We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.

About the Role:

The Director of Support Operations and Enablement is a critical component of the Support leadership team at KeepTruckin.  This leader will oversee two teams. The first is Support Operations, which is focused on driving rep efficiency through technology and process, while ensuring proper staffing and scheduling.  The second is Support Enablement and QA, which is focused on proper training across Support and ensuring consistent quality.  We are looking for a leader who has successfully scaled Support teams, shown improvement and consistency in CSAT and is relentlessly looking to improve quality and efficiency through scalable means.

What You'll Do:
  • Operations: Own the technology stack for the Support organization
    • Current stack: Salesforce Service Cloud, Genesys phone system, Confluence, and backend tools/systems
    • Identify issues by regularly gathering team feedback and having a constant pulse on the proper metrics, produce scalable/repeatable/automated solutions, drive implementation to completion, then track/measure outcomes to confirm impact
    • Ensure proper staffing by accurately building forecasts, adjusting shifts/queues, raising issues, and working tightly with Recruiting
    • Continually improve the phone experience to deflect inbound volume while providing a high quality experience
    • Investigate and launch new tools, like AI, chat and more
  • Enablement & QA
    • Own all new hire and ongoing training for the organization
    • Deeply understand our CSAT details and drive opportunities for improvement
    • Track and measure impact based on trainings and QA effectiveness
    • Partner with Support leadership to drive change and hold teams accountable
    • Build strong relationships with Product, Marketing and other teams to ensure we collect the right info for training and distribution to Support
What We're Looking For:
  • 5+ years building and managing customer support teams, preferably in the SaaS space
  • Technical background: Directly launched phone systems, built WFM tools, etc
  • Highly organized and process/metrics driven
  • Comfortable working in a fast-paced environment
  • Strong data analysis skills
  • Detail oriented and well organized
  • Can communicate complex issues/processes with simplicity
  • Thorough experience optimizing Service Cloud preferred

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • PostgresLanguages
    • LinuxLanguages
    • AnsibleLanguages
    • SpringLanguages
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

Our headquarters are located in the heart of the city’s bustling South of Market (SOMA) neighborhood, a short walk from major public transit lines.

An Insider's view of KeepTruckin

How has your career grown since starting at the company?

I started on our Customer Success team 3 years ago. When I saw we were hiring internally for the Product team, I knew this was an opportunity I couldn’t pass up. Since I joined the Product team, I’ve been paired with a mentor, attended the Women in Product Conference & have been given so many opportunities to continue learning about Product Mgmt.

Breanna

Product Manager

What are KeepTruckin Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
KeepTruckin proudly sponsors Employee Resource Groups. These groups amplify the voices and stories of our employees and create spaces for them to connect, collaborate, and develop their careers.
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
KeepTruckin employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Acme offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
KeepTruckin teams can host outings Quarterly.
Free Daily Meals
We provide breakfast foods and snacks daily. Employees get free lunch every day of the week.
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board, Video Games.
Stocked Kitchen
KeepTruckin has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the on-tap beer and kombucha you can handle.
Happy Hours
Happy hours are hosted once per month. See our instagram @keeptruckinhq for details!
Recreational Clubs
KeepTruckin has office sports leagues year-round. We currently hold the title for back to back Basketball Champs in the San Francisco Equinox League!
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
KeepTruckin. offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
KeepTruckin hosts lunch and learn meetings for our interns bi-weekly and all are invited to attend!
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