Director - Self-Service Strategy
Technical Support | Austin, TX, United States
Job Description – Director, Self-Service and Community
As our Director, Self-Service and Community for the Bigcommerce Client Success team, you will create and captain the online and community support strategy. You will be working with our Client Success teams to continuously refine our client self-support tools and processes with the goal of delivering the right answers to our clients through the right channels. You will also play a role helping shape our Social Media strategy and delivery through Facebook, Twitter, and the Bigcommerce Community.
What you believe:
- You believe in a self-service approach that combines excellent content and community to help clients become more successful
- You believe that education and continuous learning are the foundation on which great companies and customer service experiences are built
- You believe that clients are smart and will find answers to their questions, if just given the chance
- You believe that you don’t have all of the answers, but you have the experience and the creativity to work with your teams and partners to figure it out
- You believe that self-service compliments other support channels and is a critical part of any company's approach to enabling success for their clients
- But most importantly, you believe in helping small businesses succeed and are passionate about the small business economy
What you will do:
- Utilize your expertise in self-service, online support and social strategy to work with our executives and the Client Success team to develop, design, implement and manage our online client support strategy
- Engineer and manage our online community support forums and activity, including managing our social support technical team
- Actively solicit contributions from both internal and external sources to the Bigcommerce Knowledge Base (KB), ensuring that the content is accurate, relevant, timely, user-intuitive, and easy to find
- Maintain and continuously evolve our style, ensuring contributions from others adhere the standards set forth for submission.
- Build out our trend user metrics and reporting strategy tools in order to determine most-viewed pages, those most unhelpful, most helpful, etc., with an eye toward constant improvement and delivering the right information at the right time through the right channel
- Solicit ongoing feedback interdepartmentally as well as through client surveys, support feedback, etc. to determine new content needs
- Experienced with defining and developing Key Performance Indicators
The skills and background you have:
- Demonstrated experienced in developing and executing strategies designed to increase the usage and satisfaction of clients through online support and community engagement
- Leadership of direct and in-direct reports focused on delivery of awe-inspiring online content, self-help, and peer-to-peer experience to customers.
- Experience developing Key Performance Indicators as a measure of performance
- Technical writing, editing or content management experience is preferred
- Customer-centric, proven ability to adapt writing style to communicate complex technical topics to a diverse audience
- Strong interdepartmental communication skills/relationship building
- Self-starter, makes decisions on activities when needed
- Experience working as part of a virtual global team
- Strong customer focus and mind-set
- Demonstrated experience with Knowledgebase platforms (such as Salesforce.com’s Ideas), content management software (such as Wordpress or Squarespace), screen capture and recording software (such as Camtasia) and Google Analytics
- Familiar with project management processes and practices
- Bachelor’s degree or equivalent work experience
- Previous experience working in e-Commerce software desired
What we are like:
We are not a startup sweat shop or a bunch of Jobs/Zuck clones. We have a very compelling identity of our own that makes us stand out in the startup community. We know exactly what we are looking for in every person we hire, which attracts amazing people to join our team. Our management team is 100% behind us and do amazing things to keep us happy, healthy, engaged and productive.
