Support Operations Manager at ActiveCampaign

| Chicago
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ActiveCampaign’s category-defining Customer Experience Automation Platform helps over 100,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to hundreds of pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful orchestration, segmentation and personalization across social, email, messaging, chat, and text. Over 70% of ActiveCampaign’s customers use its 300+ integrations including Shopify, Square, Facebook, Eventbrite, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in both Marketing Automation and CRM All-In-One on G2.com.
As the fastest-growing SaaS company in Chicago, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently and join us in our mission to grow our customer base from 100,000 today to millions.
The Support Operations Manager is responsible for optimizing tools and processes utilized by the Product Support Team via industry-leading best practices which enable the delivery of superior support to our customers. In addition to being a technical expert in Zendesk system administration, you are also proficient in other cloud-based applications used by the support team. An innovative problem solver, driven by optimizing processes, who also possess a well-rounded experience working in customer support or other operational roles. 

What your day could consist of:

  • Develop processes and execution strategy toward a Support Operations Roadmap which supports the growth and scalability objectives of ActiveCampaign’s Support organization
  • Project Management of key initiatives and projects in agreement with relevant stakeholders
  • Contribute to the administering of software systems used by ActiveCamapaign’s Product Support team (e.g. Zendesk Suite, Activecampaign, Slack, Google Groups, Dialpad, etc) 
  • Partner with coworkers, managers and executives, as well as external partners to gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success
  • Work with ActiveCampaign Support leadership to define workflows, practices and standards to ensure that Product Support Specialists can deliver fast, reliable and accurate customer support globally
  • Develop and maintain process flows and documentation
  • Be a subject matter expert in product or process areas as needed

What is needed:

  • 3+ years experience project management or similar role
  • 3+ years Customer Support or Operations experience required, preferably in a global organization preferred
  • 3+ years experience in process mapping and process documentation
  • 2+ years experience in people management
  • Experience working on the Zendesk platform as an admin or developer
  • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required
  • Experience in an IT business liaison role, working with senior business managers preferred
  • Demonstrated understanding of technical software support processes and concepts
  • Experience with enterprise integration tools
  • Ability to provide technical or process alternatives, recommend solutions and participate in implementation

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. We'll share all the details later on but in summary: comprehensive health and wellness benefits including no premiums for employees on our HSA plan, open time off plan, generous 401(k) matching with no vesting, lunch and endless snacks/ beverages, reimbursed commuting, education budgets, ongoing learning and development, a proactive approach to diversity and inclusion, career pathing and lots of swag. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • FlaskFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • TrelloManagement
    • ActiveCampaignCRM

Location

Beautiful Chicago Loop Office overlooking State Street with views of the lake and Millennium Park and is minutes from the Metra & CTA.

What are ActiveCampaign Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Managers identifying as female make up 45% of leadership. VP exec group is 50% diverse.
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Senior leadership is eligible to participate in the equity plan
Performance Bonus
Certain teams and leadership roles are eligible for performance bonuses based on metrics and KPI's
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. We also provide 3 weeks of leave for the secondary caretaker.
Flexible Work Schedule
We trust our employees to get their work done and manage their personal/family/social and work time responsibly
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
ActiveCampaign sponsors semi-annual family events.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive three days of company-paid volunteer time per year, in addition to company-sponsored giving back events
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We provide monthly CTA and Metra pre-paid transit benefits plus free annual DIvvy Bike memberships
Company Outings
Free Daily Meals
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board, Video Games and basketball
Stocked Kitchen
When we say stocked, we mean stocked
Some Meals Provided
Lunch stipends are provided every day, delivered onsite via Fooda. Breakfast is available with cereal, yoghurt, toast, fruit.....
Happy Hours
Recreational Clubs
Our employees are sporty. We sponsor AC teams such as bowling, softball, kickball.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Daily Catered Lunches through Fooda. Free onsite baristas. Open Vacation Policy. Dual monitor & stand-up desk workstation. FOND Membership. Bonus.ly Peer Recognition Program. Flexible Work/Life Balance. Many easy ways to give back to the community. Onsite gym at very low cost. Roofdeck with lake views. Game rooms. Beer and wine on tap. Endless snacks. Amazing parties.

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