Job Description

You'll partner with our user support teams to develop and implement innovations that support and delight our users. You'll also oversee integration of our scaled support systems by partnering closely with editorial, engineering, and webmaster teams to ensure that users can get the support they need. You'll lead and manage multiple projects at a time, and will help our users and drive product usage.

Responsibilities

• Own the support configuration and systems administration for a set of products through usage of a number of advanced administration tools.
• Collaborate with product operations support teams to develop and execute product-specific, multi-channel support strategies.
• Investigate and troubleshoot support platform and escalation channel issues.
• Ensure adherence to a high quality experience through building and maintaining high-fidelity implementations.
• Drive improvement to the support systems through new processes, feature advocacy, and documentation.

Required Knowledge, Skills, and Abilities

Minimum qualifications:

• Technical troubleshooting experience.
• Experience with analytics and problem solving analytics.

Preferred qualifications:

• Experience with basic web development projects (HTML) or configuration systems.
• Demonstrated ability to influence and communicate cross-functionally.