An overview of this role

The Support Readiness team works within the Customer Support Department to make sure our Support Engineers and leadership are equipped with the best data, tooling and training required to delight GitLab’s customers.

As a Support Readiness Specialist in Service Delivery you will be responsible for using data to drive better outcomes for our customers and the Customer Support team. In this role you will be creating dashboards, gathering metrics for executive business reviews and using data to help inform targeted interventions in training, tooling or process.

In this role you’ll be interacting with individuals across the business: talking with Product Managers, Data Engineers, Customer Success Managers and Executives.

Some examples of our projects: 

When you are not tackling your normal day to day challenges, you’ll have a lot of freedom to work on things that will make your life, and the lives of your coworkers, easier. Current and past Support Readiness have:

• Created tooling to generate weekly 1-1 issues for Support Engineers containing metrics, random tickets to review, etc.
• Developed tooling to generate weekly account deletion reports.
• Leaned into dogfooding by having various aspects of Zendesk version controlled via GitLab.com.

What you’ll do

As a Support Readiness Specialist – Service Delivery, you will be responsible for ensuring that support quality remains high by gathering metrics, identifying trends, and working cross-functionally to communicate those trends. To do this, you’ll:

• Work with Support Managers and the Director of Support Readiness to identify ticket trends and health by customer and ticket types.
• Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Customer Support, Product Management, and Quality to help inform priorities based on customer impact and support efficiency.
• Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as Support Stable Counterparts.
• Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
• Manage a fast-paced queue of requests, prioritize requests according to business impact, and drive to appropriate completion dates.
• Understand internal customer needs and business context to provide outstanding support and maintain high customer satisfaction.

What you’ll bring 

• 1-3 years experience in a business-supporting role, with proven ability to support diverse customers needs.
• Top-notch data analysis skills; pulling data from a variety of sources to generate meaningful insights.
• An ability to use GitLab, or a readiness to learn how to fully utilize GitLab.
• Proven ability to solve practical business problems, understanding of business processes, and ability to translate business requirements into reporting functionality.
• Strong team player and service-oriented attitude with a customer focus.
• Excellent written and verbal communication.
• An eye for detail and out-of-the-box thinking.

About the team

The Support Readiness team is a team-within-a-team that makes sure that Customer Support is able to delight GitLab’s customers. We’re composed of a variety of specialists who focus on our operational, training and data needs. There’s plenty of opportunity to cross-train and extend into new areas, as we (like GitLab globally) hold that everyone can contribute.

As a smaller section of a larger org, we have a small team feel while we work together to build the good bones that a Support organization needs to succeed.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.

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