Customer Support Systems Manager

At AutoDS, recently acquired by Fiverr, we're revolutionizing the eCommerce world by providing innovative tools that empower online sellers globally. As a fast-growing company, we’re looking for talented individuals who are passionate about technology, eCommerce, and making a real impact. If you're ready to join a dynamic team and thrive in a collaborative, fast-paced environment, we’d love to hear from you!

AutoDS is looking for a Customer Support Senior Operations Manager to join us!

The ideal candidate is passionate about operational excellence and making a tangible impact on customer satisfaction. This is a critical role within the support organization, where you will optimize our CRM systems, lead data-driven insights, and ensure smooth collaboration between support and R&D.

Key Responsibilities

• CRM System Ownership:
  • Lead and manage the administration of the CRM platform, ensuring system health, proper functionality, and user support.
  • Oversee all workflows, automation, and system configurations to maximize efficiency and effectiveness.
• Data Analysis & Insights:
  • Analyze department performance data to identify trends, pain points, and areas for improvement.
  • Translate data into actionable insights and process improvements to optimize workflows and enhance customer experience.
• Process & Tools Optimization:
  • Continuously evaluate and improve the end-to-end support processes.
  • Implement automation and workflows within the CRM to streamline operations and enhance team productivity.

Qualifications

• Proven experience (5+ years) in Customer Support Operations, preferably in a high-growth SaaS environment.
• Proven success in CRM systems and AI solutions implementation and administration (HubSpot, Zendesk, intercom, etc.).
• Knowledge Management and required methods experience.
• Hands-on experience managing workflows, automation, and system configurations.
• Hands-on experience implementing chatbots (declarative, generative)
• Proven experience in project management.
• Demonstrated ability to analyze data and derive actionable insights. 
• A strong focus on improving processes through automation and operational efficiency.
• Experience working cross-functionally, particularly with R&D and product teams, to deliver customer-driven solutions.
• Ability to understand the technical aspects of support systems and tools and the requirements of development tasks.

Why AutoDS?

• Join a dynamic and innovative company at the forefront of e-commerce automation.
• Work in a collaborative and fast-paced environment with opportunities for growth and development.
• Be a part of a team that values data-driven decision-making and continuous improvement.

Ready to take your career to the next level with AutoDS? Join us and be part of a global team that’s driving the future of eCommerce innovation. Apply today and help us create cutting-edge solutions for online sellers worldwide!