Description
Our mission is to make people’s working lives simpler, more pleasant, and more productive. We consider the Customer Experience team an essential piece of Slack’s success, and we’re dedicated to empowering and supporting our customers to help them get the most out of Slack. Our team helps a large roster of global companies that rely on Slack to keep their business running smoothly. Each customer has specific needs that we aim to meet with unparalleled support. We’re committed to giving you the opportunity to do the best work of your life, while helping others do the same. We are the voice of our customers.
What You Will Be Doing:
The Swarm Lead role is anchored on tackling high-friction, business critical customer issues, teaching and sharing expertise while also strengthening Customer Experience (CE) wide knowledge and improving performance.
Swarm Leads will not be topic-specific - the expectation is that Leads will develop and build knowledge across the product and provide support to our teams accordingly.
This role requires continual partnership with customers, senior leadership, Product Specialists/Product and Engineering and Customer Success to define and execute against the support standard at Slack.
Key differences between this role and the Senior Technical Support Engineer role include:
Driving focus on the highest-impact work that positively influences internal and external customers:
Responsible for CE case and chat queue health - i.e. ensure SLA adherence, tackle the most complex technical issues, active lifeguarding, navigate customer and internal escalations
Ensure teams are aligned and collaborating on high-priority, high-friction cases, providing support and guidance to bring to resolution
Support CE Leadership and Managers in implementing and championing strategies that impact ticket and chat operations
Own and lead critical escalations through to resolution—representing Slack on ad-hoc customer calls and turning high-impact issues into learning opportunities for the team and department
Provide cover and support for Premium Support Plus enterprise customer requests as needed (in-channel support)
Identify and champion opportunities to improve troubleshooting tools, resources and skills across the department:
Support leadership by highlighting areas of opportunity in team and individual performance i.e. ability to resolve ticket types, ticket quality, problem solving and technical skills
Maintain awareness of top case drivers in order to improve internal efficiencies while seeking or recommending proactive preventative measures to reduce case volume
Responsibility for helping to ensure enablement content in Guru and canvases is accurate, relevant and useful
Identify and surface recurring customer pain points to relevant stakeholders to further case prevention, crafting friction stories to drive solutions—while partnering with managers and cross-functional teams to deliver internal fixes for high-friction issues
Represent CE in designing scalable workflows, handoffs and processes, collaborating with the global Swarm Leads group to uphold Slack’s high standards for technical support
Support Managers and team members by fostering a continuous learning environment, focused on bridging technical skill gaps and expertise:
Provide strategic partnership to Leadership, Managers and Department during business impacting events and/or incidents
Weekly review of highest reply cases across CE to identify feedback, expertise/skill opportunities and trends to support case prevention efforts
Collaborate with Engineering and Product Specialists to accurately diagnose and troubleshoot technical problems along with documentation of expected behaviour
Identify key workshop topics to execute on and provide to the department: supporting any current CE focuses, new product features or key topics
Ownership of Release Readiness Topic/POC role within enabled launches:
As trusted individuals and a representation of our CE Support function when preparing for changes to the Slack Product, Swarm Leads will help enable and prepare our team for all launches, partnering closely with our Program Manager of Release Readiness to ensure CE is prepared to handle incoming questions or elevated volume