Customer Operations Manager

Build software. Reach 500 million users. Change lives. That’s what we’re doing at Lithium. And you can do it, too. If you want to put your stamp on the digital customer space and enjoy yourself along the way, come join the team. We’re looking for seriously passionate, fun, collaborative & innovative thinkers to help us change the world.

Customer Operations Manager

If you want to accelerate your learning and career growth in a forward looking company, stop thinking about doing the same thing over and over again. Instead, think about the impact you could be having above and beyond your current role.  If you want to have a strategic impact on the business while still remaining technically hands on, this could be the role for you.

Who are we looking for?

If you’re interested in lead an amazing team that is a customer satisfaction leader, blends engineering operations and support, and is heavily involved in ensuring the success of the company, here’s where you’d be able to make a difference:

  • Improve the overall efficiency, process and direction of the highly functioning customer operations team by leveraging your experience in best practices, operations leadership and customer oriented solutions.

  • Drive the team towards a next generation operations team through automation, intelligent design, and overall execution of systematic improvements.

  • Solve problems in an effective and measured manner. You’ll be working primarily with highly technical teams focused on technical solutions and solving application issues.

  • Drive complex issues to resolution for both internal and external customers through issue triage, product expertise, and guidance to resolve reported defects and questions. You will perform advanced troubleshooting, log analysis, modify code and help rollout operational solutions.

  • Contribute to a detailed and comprehensive knowledge base that our clients and internal consumers can use to solve their own challenges without needing to get a hold of you.

  • Sustain our 97%+ customer satisfaction rating by providing phenomenal, personalized support with our great customers

  • Elevate the “typical” operations role to a complex technical hybrid software and operational engagement.

Realistically, we need an experienced operations specialist who understands various web technologies, databases and tools who wants to roll up their sleeves and get their hands dirty.  We need someone with the ability to truly critically think through a problem and come up with viable solutions in conjunction with your deep technical knowledge.  Most importantly, we need someone that’s led a team, ideally distributed, and can look at how the organization is functioning to improve our overall effectiveness.  This includes the ability to push and influence other organizations. We measure success by our customers renewing, so your customer service ability makes a huge difference. If you’re able to pull this all off, you’ll help us get to our goal of rising to the gold standard.

Our teams are very distributed, so being able to communicate via text and online is crucial. Our primary location for this particular opening is Austin, TX and typically in the office, with flexible working hours.  This role will travel to SFO approximately twice per month for a few days to meet with the engineering and operations teams as well as manage their team.  Alternatively, this role can be based in San Francisco, but travel to Austin on a more regular schedule.

What’s your day look like?

As a CO Manager, you are critical for our long term success! The team’s business critical roles resolve complex technical problems that our support team cannot solve as well as being on call for driving escalated outages to resolution. In addition to this, the team is a key component for our provisioning, shutdown and upgrade processes. 

As the manager, the focus is on making our customer’s lives better through implementing operational improvements, enabling customers to login and solving any and all problems that might come up.  The manager will be focused on systematic improvements across the business and incremental process changes that will result in big gains. Operationally speaking, you’ll learn all of our products but initially start with a focus on our Austin based business.

Your arsenal will include using industry standard tools and applications, internal and external web outlets, and your own troubleshooting and management background.

You will work closely with other teams at Lithium such as Front-Line Support, Engineering, Professional Services, Sales, Customer Success and other teams necessary to ensure customer satisfaction and move issues along towards a swift resolution.

This position has 24/7 on-call rotation responsibilities, so please be aware of this prior to applying.

Desired Qualities & Skills

If you can accomplish the above, you’ve got what it takes. Our customer operations engineers are responsible for providing our internal and external team members with extraordinary customer service and support. Our team members need to have an attitude and personality that makes them suited to work with people (our customers and their co-workers!) and make those people happy.  

The customer operations role is experienced technically and is responsible for making the rest of the team more effective. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, REST APIs, JSON, Java, JavaScript, XML, relational databases and networking in our day to day lives.  Operationally speaking, we run on an AWS infrastructure leveraging a MySQL database.  This means a proficiency with programming, script languages, and relational databases is definitely experience that’s needed to succeed.    If your background includes a strong social web interest, that’s a serious plus!

Our customer operations manager, ideally, has led engineering or operations teams that focus on the customer.  You’ve been able to take a highly functioning team and figure out how to make them better, stronger, faster while still retaining morale and helping the overall business increase.  You have the vision needed to be able to mold an organization for the future, not just today.

Expected “Preferred Skills” List

To help you out in figuring out what we’re looking for, here are some examples of the skills our current team has (or could use). Not having all the skill sets will not discount you from consideration as we are looking to round out our team effectively! These are simply plusses and should be showcased.

Education

  • Bachelor’s Degree in Computer Science, Information Technology or related field

  • Technical or support certifications such as ITIL, MCSA: SQL or Oracle SQL Expert

Technical

  • Experience in complex technical roles, ideally analyzing and supporting web applications

  • Experience as a developer, QA, or other engineering role

  • Previous demonstrated experience in at least a few of the following technical domains:

    • Web 2.0 architecture and solutions

    • AWS Infrastructure

    • JSON and XML data solutions

    • REST API

    • Relational databases (Oracle, MySQL)

    • Networking (TCP/IP, SSL, HTTP, etc.)

    • Java, JavaScript

    • CSS, HTML programming

    • Scripting

    • Lucene query syntax and Regular Expressions

  • Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc)

  • Development understanding and aptitude

Client Facing

  • Experience as a senior Customer Service Technical Support Specialist, Technical Analyst, or other customer focused technical function

  • Familiar with the latest and greatest social channels (forums, Facebook, Twitter, etc.)

  • Willingness to travel occasionally when the need arises (20%-30%)

General

  • 3+ years of managing a highly technical hybrid engineering and operational team.

  • Multilingual capability

  • Experience with Lithium applications

  • Experience with any (or all) of the following tools: #slack, JIRA, Salesforce.com, Confluence, etc.

Why you should join our team

With a 98%+ customer satisfaction, a team that’s been described as “legends”, “driven” and “dedicated”, we’re looking for someone who really wants to make a difference.  The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges.  We’re open, transparent and hardworking. Our culture is as exciting as our products, we’ve been ranked as one of Glassdoor’s Best Place to Work. Come check us out!

About Lithium:

Lithium's software helps companies reinvent how they connect with their customers. We work with more than 300 of the world's best brands— including AT&T, Best Buy, Indosat, Sephora, Skype and Telstra — to respond on social networks and to build trusted content on a community they own. Now with Klout, Lithium reaches more than 500 million consumers across 10,000 specific interest areas to establish trust and reputation. Together, we represent one of the biggest collections of data on consumer attitudes, preferences and digital activities. Our 100% SaaS-based Lithium Social Customer Experience™ platform enables brands to build and engage vibrant customer communities to drive sales, reduce service costs, accelerate innovation and grow brand advocacy. We are experiencing rapid growth and are recognized as a leader by top analyst firms, including Gartner and Forrester. And because our culture is as exciting as our products, we’ve been ranked as one of Glassdoor’s Best Place to Work. Come check us out!

At Lithium we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history.


Meet Some of Lithium's Employees

Ross B.

Vice President Of Sales - West

Ross interacts with both new and existing customers as he directs Lithium's revenue operations. He works with his team to inspire and sell Lithium's products and services to some of the world's most iconic brands.

Dayle H.

Vice President, Brand & Digital Marketing

As VP of Brand and Digital Marketing, Dayle ensures Lithium’s messaging across all physical and digital assets—including campaigns and events—are consistent with the business brand.


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