Responsibilities
- Create adaptable staffing frameworks that respond to fluctuating demand patterns
- Collaborate with engineering teams to build custom workforce planning tools integrated into internal support platforms
- Design forecasting models, staffing strategies, and queue management approaches to achieve high customer service targets
- Work with engineering and growth departments to project near- and long-term customer support demand
- Lead the development and maintenance of performance dashboards tracking metrics such as response times, queue depth, and staffing
- Deliver data-backed recommendations to improve frontline support efficiency and productivity
- Coordinate with recruitment teams and external partners to align global staffing with performance goals
- Promote data-centric decision-making within the customer support function
Benefits
- Long-term financial incentives through stock, stock options, or cash awards, along with discretionary bonuses and discounted stock purchases via an Employee Stock Purchase Plan
- Full medical, vision, and dental insurance coverage
- Eligibility to participate in a 401(k) retirement savings plan
- Short-term and long-term disability protection
- Life insurance policy
- Paid leave for new parents
- Access to a range of additional employee discounts and benefits
- Three weeks of paid vacation annually
- Ten or more paid company holidays each year
- Complimentary weekday shuttle service from select Seattle locations to the Redmond office, Monday through Friday
Compensation
long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan
Work Arrangement
on-site
Team
customer support organization
Other
- Ability to work extended hours or weekends when necessary
- Occasional travel may be required
not specified
