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Support Operations Lead
Nextdoor San Francisco, CA
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Support Operations Lead

Nextdoor
San Francisco, CA
Expired: January 03, 2024 Applications are no longer accepted.
  • $103,000 to $179,000 Yearly
  • Vision , Medical , Dental
  • Full-Time
#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby - neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

Meet Your Future Neighbors

The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust. Our work extends beyond traditional "support," encompassing bringing products to life, customer education, advocacy, and community moderation.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

The Impact You'll Make

The Customer Care Operations team at Nextdoor is seeking a Support Operations Lead role to build a best-in-class customer service function. Your mission is to help define and execute our service delivery strategy for our Neighbors, businesses and advertisers on Nextdoor.

We're looking for an expert in service delivery with a deep understanding in call center operations, vendor management and support strategy. In this role, you will build internal and outsourced teams to provide amazing support experiences for our Neighbors, businesses and advertisers. This is a lead role on the Customer Care Operations team reporting into the Head of Customer Care Operations.

Your responsibilities will include:
  • Lead a team of distributed Support Operations Managers (SOMs); including setting goals and expectations, tracking performance and providing regular feedback and coaching to help members reach their goals
  • Develop and execute the vendor outsourcing strategy, including RFP processes, contract negotiations, and vendor selection
  • Manage the relationships and performance of outsourced vendor partner(s)
  • Develop and manage an operating budget that aligns with the company's overall financial goals
  • Develop and implement holistic strategies to reduce operating costs, improve service quality, and drive operational efficiencies across the organization
  • Define the service strategy, including channel offering, hours of operation, and operating procedures
  • Collaborate with Quality Assurance, Training, and Knowledge Base teams to drive continuous improvement
  • Identify and implement innovative technology solutions to enhance existing solutions and provide a seamless customer experience
  • Participate in in-person Nextdoor events, trainings, off-sites, volunteer days, and other team building exercises
  • Build in-person relationships with team members and contribute to the KIND culture that Nextdoor values

What You'll Bring To The Team
  • 5+ years of experience in support operations, service delivery or vendor management in a B2C, ads or consumer technology environment.
  • 2+ years of people management experience, preferably within support operations or a call center BPO
  • Demonstrated experience managing onshore and offshore outsourced call center vendors
  • Demonstrated experience managing an operating budget
  • Demonstrated experience identifying and implementing strategies to reduce operating cost, improve service quality and driving operational efficiency
  • Excellent written and verbal communication skills, including the ability to work with technical and non-technical individuals and present at various levels within the company
  • Experience with Salesforce Service Cloud and Jira

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $103,000 to $179,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision - and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants' personal information, please see Nextdoor's Personnel Privacy Notice, found here .

#LI-Hybrid

Address

Nextdoor

San Francisco, CA
USA

Industry

Business

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