Customer Support Systems Manager

May, 09
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Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX. 
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido. 
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
The Opportunity
Our Customer Support Systems Manager is a critical member of the Global Customer Support organization. Our Customer Support Engineers are laser-focused on delivering an excellent and delightful customer support experience. Our Customer Support Systems Manager plays an important role in enabling them. Enablement happens through proper onboarding and certification as well as ensuring they have the necessary tools and processes in place to deliver superior support to our customers. The Customer Support Systems Manager is Knowledge-champion within the Global Support organization focusing on harvesting knowledge for internal and external consumption. 
At Onfido, “Putting the customer at the center of everything we do” is a core objective. This role will not only help train a team of Customer Support professionals but will also help develop a content-rich self-service support portal  This leader will forge strong relationships with the Product and Engineering team.

As a Customer Support Systems Manager at Onfido you will:

    • Have the overall ownership and responsibility for the following three key areas:
    • - Self-Service Support Portal and Knowledge Base
      - Onboarding and Skill Certification of Global Customer Support Engineers
      - Management of various Support tools and systems 
    • Partner with:
    • - Customer Support Leadership, to develop and improve standard operating procedures (SOPs) 
      - The Product and Engineering teams, to develop SOPs for new products Support-readiness 
      - Onfido Enablement Managers and develop Customer Support Engineer’s onboarding and certification program
    • Develop dashboard and insights for effective usage of Self-service Support portal and Knowledge Base
    • Monitoring of various Support operational metrics to ensure both internal and external SLA compliance
    • Own CSAT (Customer Satisfaction) reporting
    • Help develop different customer support offerings to meet the needs of various customer segments.
    • Be a champion of delivering a delightful experience to our customers.

We’re looking for a Customer Support Systems Manager who can display the below skills and experience:

    • Good balance between strategic and practical skills
    • Prior experience designing or enhancing a customer-facing self-service support portal
    • A champion for Knowledge Base creation with a deeper understanding of Knowledge-Centered Support (KCS) methodology
    • Driven culture and organizational initiatives resulting in improved CSAT
    • A structured approach to projects, and comfortable working at speed to tight deadlines.
    • Strong analytical skills, using data to make decisions. 
    • Collaborative and happy working cross-functionally.
    • Driven personality with a can-do attitude and growth mindset.
    • A quick learner with an insatiable hunger for more knowledge!
    • A great communicator, you have strong verbal and written skills and can share and receive feedback and ideas collaboratively with team members. 
    • Experience developing onboarding, training, and certification programs for Customer Support Engineers
    • Experience working with a SaaS company; high growth and pre-IPO experience are a plus. Superior organizational and analytical skills, providing not just data but insights when presenting the information.
    • Prior experience building self-service support solutions, including support portal and ticket tracking systems 
    • Familiarity with proven Knowledge Base methodologies, 
    • Familiarity with support ticketing systems, e.g Salesforce Service Cloud
    • Built processes to strengthen cross-functional relationships with Product, Engineering, DevOps, Customer Success, and Sales
    • A desire and ability to crush it at Onfido and ensure the team has fun doing it!
    • We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
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Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
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