LaunchDarkly is looking for our first Technical Support Operations Manager to guide our support team's operational excellence. You will report to our Head of Support. The Technical Support team is dedicated to providing outstanding support for the LaunchDarkly product-- from code-level questions on over 25 different SDKs, to product-focused questions covering everything from account configuration to best practices for feature flagging. We are looking for someone like you to provide the essential function of support for support!
You will build processes and workflows, develop or recommend tools to make delivering support easier, iterate our training, improve onboarding, and make sense of all of the support data.
LaunchDarkly is a growing software company with a bold mission carried out by a diverse team of employees, and we're looking for someone like you to help us continue to grow. We provide a great compensation package including equity and benefits (including medical, dental, and vision), work flexibility (remote-friendly), and excellent salaries.
We believe every software team can benefit from using flags and improved feature management practices, and we want your help making that vision reality. So if you're curious and excited about improving the lives and work of software developers around the world, this role will be a great fit!
What You'll Do:
Establish and improve processes and workflows for our Technical Support team
Ensure the right support tooling systems are used to improve the speed and quality of support
Build and oversee education and training programs for the Technical Support team
Provide reporting insights into support data
Implement project management and planning best practices across the Technical Support team
Who You Are:
2 or more years of experience in a similar role or function, with a focus on Support Operations
Experience developing processes and programs
Excellent data-analysis skills
LaunchDarkly is a Feature Management Platform that serves hundreds of billions of feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka "dark launching"). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland.
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
Don't let the confidence gap get in the way of applying! We'd love to hear from you.
We've partnered with KeyValues to help demonstrate the amazing culture we've built here at LaunchDarkly, find more info at https://www.keyvalues.com/launchdarkly. LaunchDarkly is also committed to giving back to our community by donating 1% of annual revenue to local charities and organizations. You can find more about the LaunchDarkly Foundation and the organizations we serve at https://launchdarkly.com/foundation/.