Manager, CX Technical

About 1Password:

We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

As the Manager, CX Technical you’ll help us achieve our ongoing customer service initiatives, ensuring team members are trained in best practices and are delivering superior customer service. In this role, you’ll help us evaluate and improve the effectiveness  of customer service workflows, coach CX Technical team members on best practices, and keep the CX Technical team up to date with information related to products, services, customer-related issues, and more. 

You will report to the Director, CX Technical and oversee a team of CX Representatives. You’ll work with these collaborative team members to ensure that our customers are receiving exceptional customer experiences. 

This is a remote opportunity within the UK.

This opportunity may require an availability to work on weekends as needed.

• Minimum of 7 years of related experience. Preferred: 1-2 years people management experience 
• Proven experience in supporting best in class customer support teams and processes 
• Strong leadership and team management skills, with the ability to motivate, coach, and develop a high-performing team
• Experience in talent management, with a focus on identifying and developing potential leaders within the organization
• Demonstrated stakeholder management skills, with the ability to collaborate effectively with individuals at all levels within the organization
• Strong communication and interpersonal skills

• Strategy:
• Partner with the Sr Manager, CX Service to create Customer Experience's Service strategy and objectives, based on the results of the needs analysis and best practices
• Ensure the alignment of CX Service objectives with the department's strategic goals

• Management:
• Lead a team of Customer Experience Representatives, ensuring the effective functioning and coordination of the department's initiatives and guides execution 
• Review quality assurance reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Develop and mentor new and existing team members ensuring team members are trained in best practices and delivering superior customer service
• Provide the team with up to date Information related to products, services, procedures, customer needs and company-related issues, changes, and actions, empowering them to deliver exceptional customer experiences 

• Problem Solving:
• Handle escalated issues from customers or internal teams in a collaborative win-win approach.
• Metrics and KPIs
• Works with Director, CX Technical to establish CX Technical metrics and processes to measure KPIs (e.g. first response time, time to resolution etc. ) 
• Regularly evaluate and improve the effectiveness of customer service workflows to continuously improve the customer experience process 
• Motivates and drives team performance; Ensures team achieves established goals

• Collaboration:
• Collaborate with stakeholders across CX and other departments for the purposes of enhancing customer experience strategy and goals 
• Communicate and present results and recommendations 

• Delivery:
• Partner with Director to understand SLA parameters and oversee day to day activities of team to ensure SLAs are achieved 

We believe in the power of remote work, but we also recognize that in-person connection is sometimes important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. Frequency will depend on role and responsibilities, and may include, but is not limited to, annual department-wide offsites, team meetings, and customer/industry events. These events will typically be held in varying locations across Canada and the US.

What we offer:

We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top-up programs

> 👟 Wellness spending allowance

> 🏝 Generous PTO policy 

> 💖 Company-wide wellness days off scheduled throughout the year 

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

 Growth and future 

> 📈 Company equity for all full-time employees

> 💸 Retirement matching program

> 💡 Training budget, 1Password University access, and learning sessions 

> 🔑 Free 1Password account (and friends and family discount!) 

Flexibility and community

> 🤝 Paid volunteer days 

> 🌎 Employee-led DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.