Support Operations Manager

About ClickHouse

We are the company behind the popular open-source, high performance columnar OLAP database management system for real-time analytics. ClickHouse works 100-1000x faster than traditional approaches. By offering a true column-based DBMS, it allows for systems to generate reports from petabytes of raw data with sub-second latencies. With an amazing community already adopting our open-source technology, we are now embracing our journey in delivering Cloud first solutions to delight our customers.

With top adopters such as Lyft, Cisco, and eBay - not only do our products work at lightning speed, so do we.

We are an open and collaborative company. Our colleagues are curious, engaged and excited about what they do. If you want to work in an environment where you can learn, grow, be an agent of change and have your voice heard - then please read on!

ClickHouse is actively seeking a Support Operations Manager to join our rapidly expanding team. In this critical role, you will become an integral part of our organization, collaborating closely across support services and software engineering teams to drive efficiency and streamline processes within the dynamic and rapidly growing cloud services market. The Support Operations Manager assumes a pivotal position in the orchestration and optimization of our support services processes. Their responsibilities encompass ensuring seamless interdepartmental collaboration and providing data-driven insights to inform strategic decisions.

What you will do:

• Be a thought leader in the support tooling space with a clear point of view on how new AI tools can help boost productivity
• Implement and maintain support tooling with demonstrated excellence in implementing Salesforce Service Cloud for automation and scale of Support functions
• Partner with VP Support Services to identify areas for process efficiency, develop subsequent business requirements, lead tool implementation efforts directly and in partnership with greater Operations’ team
• Partner with greater Operations and relevant Engineering teams (e.g., Control Plane) to troubleshoot and resolve bugs in current support processes
• Partner with broader Operations’ team leads (Sales Ops, Business Systems) to ensure that any process changes, automation designs or tool selections fit the overall GTM design
• Perform data hygiene checks of all Salesforce and Support Cloud Console and Learning data working with team to remedy where necessary
• Own all Support Services and Learning data analytics and hygiene, e.g., ensure data flows from relevant systems into Salesforce as the source of truth and ClickHouse’s data warehouse; develop meaningful reports, dashboards, and analysis using Salesforce, Excel, Superset, etc.
• Build and maintain our documentation on support policies and processes to help enforce compliance and data quality
• Partner with Support leaders to codify knowledge and establish a repeatable enablement program for new hires

What you bring:

• 5+ years of experience working in technology companies, start-up experience strongly preferred
• Past experience in a Support Ops or Support Engineer role or close working relationship with Support teams
• Current Salesforce Certified Admin or desire to become Salesforce Service Cloud certified
• Ability to define business requirements and translate them into technical requirements and prioritized roadmap
• Ability to execute and skillfully juggle multiple projects, stakeholders, and deadlines
• Strong organizational skills, with the ability to work independently as well as in a highly collaborative, team-based environment
• Systems thinking by accurately defining the problem and scope and applying creative solutions using process and technology
• Great communicator with the ability to understand complex concepts and speak to them concisely and effectively
• Knowledge and experience of support tools (e.g. Salesforce, Drift, Thena, MatrixLMS etc.)
• Experience in basic data analytics (e.g., SQL, Excel, Tableau, Superset)
• Technical experience to be able to do basic development and troubleshooting, e.g., integrations / API (e.g., Mulesoft, JSON, JS, Typescript, etc.)
• Experience working as a consultant or start up environment where you’ve seen how many different organizations operate

Compensation

This role offers cash compensation and a stock options grant. For roles based in the United States, you can find above our typical starting salary ranges for this role, depending on your specific location.

The positioning of offers within a certain range depends on various factors, including: candidate experience, qualifications, skills, business requirements and geographical location.

If you have any questions or comments about compensation as a candidate, please get in touch with us at [email protected].

Perks

• Flexible work environment - ClickHouse is a distributed company offering remote-first work to all employees
• Healthcare - Employer contributions towards your healthcare.
• Equity in the company - Every new team member who joins our company receives stock options.
• Time off - Flexible time off in the US, generous entitlement in all countries.
• A $500 Home office setup if you’re a remote employee.
• Employee-driven international mobility- we enable you to relocate internationally if you wish (within certain countries and timelines and subject to role requirements, time zones and work permit considerations)

Culture - We All Shape It

As part of our first 200 employees, you will be instrumental in shaping our culture.

We look for candidates who are:

• Motivated by doing great work as part of a team :)
• Open to learning from others and sharing with others
• Team Players: helpful, resourceful, responsive
• Respectful and see feedback as an opportunity to grow

Are you interested in finding out more about our culture? We are a one year old company therefore we are excited to be building it together at the moment. Our first 200 employees are the culture shapers of our future. Check out our blog posts or follow us on LinkedIn to find out more about what’s important to us, and to find out if you’d like to come and contribute to building our culture with us!

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