Are you a data-driven, problem-solving leader excited to improve customer support processes? Are you a great written communicator who can detail the root causes of systemic issues?
Trilogy is an enterprise software leader with a portfolio of 100+ products. Our support organization is a fully remote, globally distributed, 24/7 team that prides itself in resolving customer issues quickly, with an ambitious goal to achieve 80% FCR within a single 8-hour shift. We are building a highly scalable system capable of supporting tens of thousands of tickets across thousands of customers across hundreds of products.
In this role, you will make bold and impactful design decisions that make customers fall in love with our support team. Do you have a plan to improve a metric in 3 weeks by a factor of 10? Go for it. Have you thought of a way to make teams more efficient in responding to customers? Go ahead and implement. Want to replace a 3-year old software platform with a better one in 2 weeks? You are empowered to do it all.