WHO WE ARE
ORCID (https://orcid.org/) is an independent non-profit organization that serves the global research community. Our mission is to connect research and researchers, with a strong focus on user control and privacy. Launched in October 2012, there are now over 9,000,000 registered ORCID users, more than 1,100 member organizations, and over 30 staff members in 15 countries. Our website and Registry (orcid.org) are published in 11 languages.
We are a mission-driven not-for-profit organization grounded by our core values: we are open, transparent, collaborative, global, diverse, inclusive, trusted, and persistent. We are committed to our values and welcome applications from all qualified candidates. Our remote-only team is diverse, and based around the globe.
ORCID is seeking an experienced manager to lead the user support function for the organization. The successful candidate will manage a team of four to provide timely and quality user support, serve as the “voice of the user” within the organization and work with other departments in improving the user experience, and scale the user support function as the organization grows.
This position is full-time (40 hour/week), and reports to the Technology Director. This is a fully remote role at an all-remote organization. Candidates must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.
Timely and Quality User Support
Ensures ticket responses meet expectations in both quality and quantity, and that Service Level Agreements and other support team goals are met Ensures relevant metrics are tracked in order to extract actionable data Manages support processes and workflows, identifies and implements process and policy improvements, collaborating with other teams as appropriate Ensures that appropriate tools/documentation/training exist to support the work of the support team Ensures we are maximizing our use of tools (especially Zendesk) in support workflows Arranges adequate help desk coverage (e.g. holidays, vacations, weekends) Assists the support team members in responding to user requests by providing clarification and guidance where required Identifies trends in user requests and determines the best methods to address them
Voice of the User in the organization
Reports bugs and technical issues that drive ticket volume to Technology and Product Team Ensures user feedback and feature requests are communicated to Product Team Makes recommendations and collaborates with Product Team on areas of UI which are driving ticket volume Participates in calls and projects with the other teams (Product, Technology, Communications, Engagement) as needed to provide a “voice of the user” to the larger organization
Support at Scale
Leads the support team in identifying ways of reducing ticket volume per number of active users (through bug fixes, suggestions for UI improvements, KnowledgeBase documentation, and other methods) Leads the support team in identifying ways of improving the efficiency of ticket responses (through technological, organizational, workflow and other means) Anticipates foreseeable increases in ticket volume and ensures support team will be able to respond at scale Understands process involved in automating some aspects of user support, as well as benefits, drawbacks, and when to consider automation
Coordinates and runs regular (e.g.: 1-2x weekly) internal support team meetings, and other meetings as necessary Coordinates weekly 1:1 meetings with each support team member Works with support team members on career goals and professional development Participates in hiring, evaluating, scheduling and transferring support team members where appropriate Writes and delivers employee evaluations
Fluent written and spoken communication in English 2+ years of support experience and 2+ years of management experience, OR 2+ years managing a user support team via a helpdesk platform Excellent communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic environment Experience extracting and communicating actionable recommendations from feedback and data Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative Tech-savvy and able to troubleshoot technical issues Experience optimizing process and building efficiencies through automation Must be able to work during Europe or Americas standard business hours (Mon-Fri) with at least four hours daily between 1200-2000 UTC, with recurring meetings at 1500 UTC.
Experience working remotely Experience working in the research community Experience improving support workflows and processes Experience resolving disputes or other sensitive issues Experience writing documentation Experience with analytics, especially with ticket data
A committed and awesome team serving an engaged community Competitive compensation and benefits Flexible work hours and tools to support our virtual office environment ORCID provides a laptop
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