Program Manager, Customer Support Operations at Nextdoor
San Francisco, CA, US

Nextdoor is a fast-growing social network based in San Francisco and backed by Silicon Valley’s leading investors. Our mission is to bring back a sense of community to the neighborhood, one of the most important communities in each of our lives.

Neighbors can use Nextdoor to share information and recommendations with each other in a private setting. Our platform also allows government agencies and emergency response departments to communicate directly with residents when urgent crime and safety issues arise.

We recently launched a new real estate product that connects real estate agents and their listings with neighborhoods, and are looking for an experienced customer service leader to help build a customer service operation that delivers consistent and exceptional support to our customers. As a senior member of our team, you will help define our overall vision and standards for customer support and build out the people and processes to maximize customer satisfaction and operational efficiency.

Responsibilities

  • Build, lead and develop a best-in-class, customer-centric support team
  • Define processes, procedures, and new service models to ensure quality and scalability of operations
  • Establish necessary customer support channels, including email, phone, and chat, to guarantee highest customer satisfaction and retention
  • Identify trends in product issues and proactively find ways to improve our product and processes
  • Help define, develop, and maintain customer knowledge base, agent training, and quality processes
  • Act as a point of escalation with customers to ensure issues are addressed quickly
  • Maintain and expand highly effective working relationships with customers/members, stakeholders, vendors, and partners to integrate strategic support and continuous improvement plans into overall strategic objectives
  • Play a key role in implementing and maintaining customer service technology and systems, including workflow, help desk, phone systems, chat systems, etc.
  • Refine, develop, and report goals and performance metrics on a weekly, monthly, and annual basis to drive operational decisions and continuous service improvement

Requirements

  • 5+ years of relevant experience and a track record of success in building, scaling, and managing a customer support operation recognized for superior levels of service
  • Demonstrated ability to achieve goals working with outsourced support vendors
  • Working knowledge of current, leading-edge customer service technologies (help desk, workflow, chat, phone, text) and best practices
  • Outstanding analytical skills and a data-driven mindset (SQL, Tableau, Excel a MAJOR plus)
  • Experience administering or implementing Salesforce Service Cloud, including setting up workflows, tagging schemes and developing performance dashboards and reports will be a MAJOR plus
  • Capable of being an expert in our product and can learn new technology at lightning speed, and can teach others
  • Compassion and deep commitment to helping customers have incredible experiences
  • Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)