Customer Support Systems Manager

Job description

Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you’re a good match! Your territory: As part of our Customer Happiness team, you will: Help create a tools strategy for our Customer Relationship Management tooling (Zendesk) Configure and maintain omnichannel routing and AI features for efficient ticket distribution and automated responses Update and maintain help center themes, improve self-service flows to reduce overall ticket volume while boosting customer satisfaction Develop and maintain procedural and technical system documentation, troubleshooting guides, and self-service resources for internal stakeholders Administrate our tools on a daily basis, including but not limited to managing a multiple user setup, profiles and roles, customization of forms, fields, views, triggers, and other business rules Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports, and dashboards Implement a...