Tier 1 Operations Manager

  • Location: Minneapolis, MN
  • Department: Customer Care
  • Type: Full Time
  • Min. Experience: Manager/Supervisor

Job Description

At When I Work, we’re doing something different. We’re building products for the end-user, not the decision maker. We’re creating transformative, simple scheduling and attendance products that help hourly employees and managers work better together. We spend every day doting over how technology can empower the hourly workforce like nothing the world has ever seen. Our ultimate mission is to help people spend less time working and more time living. We need your help.


Who We’re Looking For

If you enjoy a fast-paced environment and working with a dynamic team that is dedicated to delivering an excellent customer experience, you may have found the right place.  You must have a passion for technology and thrive on making complex situations simple.  The team will depend on you for insight and guidance in dealing with day to day issues and escalations.  You must possess a strong desire to mentor others and lead by example in areas of communication, empathy, and have an out of the box approach to resolving issues.  You will navigate the ins and outs of a Customer Care team by leading and supporting Customer Care Representatives and identifying areas for operational improvement.


What You’ll Be Doing

  • Maintain a strong understanding of WIW products and internal processes.
  • Maintain thorough knowledge of all Customer Care tools including Zendesk, Zopim, JIRA, and Confluence.
  • Day to day management of the Customer Care Tier I team, including selection of new hires, quarterly and annual reviews, promotion of team members, resolution of employee issues and PTO approval.
  • Provide technical guidance, coaching, and professional development including regular 1 on 1s, ticket audit, and SAT reviews.
  • Assess training needs and ensure all Customer Care Representatives are properly trained.
  • Enforce policies and process adherence.
  • Responsible for team work schedule and rotation of team members in 365 days a year support environment.
  • Ensure there is adequate coverage at all times, making the most efficient use of staff to drive optimal productivity.  
  • Establish and communicate process and goals, reviewing reported results and KPIs to highlight deficiencies, improve productivity, and drive potential changes in tools, training, and process.
  • Drive issue resolution for high priority and high visibility cases.
  • Communicate with customers on high priority issues to drive customer satisfaction.


Experience and Skills Needed

  • Minimum of 5-7 years proven leadership experience in managing a customer support and/or operations team in a non-phone support environment (Live Chat and Zendesk tickets).  
  • Experience in a SAAS and/or start-up environment preferred, working with small businesses and high volume ticket environment (10K+ tickets).
  • Flexibility managing shift coverage in a 24x7x365 on-call operation.
  • Driven to maintain KPIs.
  • Sense of ownership toward the team.
  • Pride in mentoring others to achieve career advancement.
  • Leadership by acclaim - not by appointment.
  • Goal-driven, confident self-starter with a willingness to continually embrace a fast -paced environment and a passion to excel.
  • Proven track record in meeting established goals and objectives.
  • A level-headed temperament, ability to make quick judgments and defend decisions.
  • Intrinsically motivated and passionate about operations.
  • Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint.  
  • Experience with ZenDesk, Zopim Chat, JIRA and Salesforce a definite plus.
  • Bachelor’s degree or equivalent experience required.


What’s In It For You

  • Medical and dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • Dynamic and dedicated team
  • Data/Cell (internet) stipend
  • Casual dress code


Sound Like a Good Fit?

Check out our core values. If they excite you, we’d love to talk!  Please submit the following to apply:

  • Resume (including months/years of employment for each position)
  • Cover letter explaining why you’d like to work at When I Work, and not somewhere else.


*Must already be authorized to work in the United States on a full-time basis for any employer.




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