Tools Administrator (Remote)

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timePosted 14 days ago location United States salarySalary undisclosed
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Job Description

We're looking for open-minded individuals who want to expand the ways technology can help people. We work fast, collaborate, and celebrate as a team. We're united by a commitment to shaping Tile's culture around the needs of our colleagues and customers, and by our desire to build a diverse and welcoming workplace.About the RoleTile Customer Care is looking for an individual with well-rounded support experience to manage and improve our support tools. We are looking to expand on and improve our self-service and AI capabilities. The perfect candidate would have well-rounded experience with Zendesk and Ada Chatbot. If you are a problem solver, like variety in your day-to-day work, and are passionate about the customer experience, then we are looking for you!Overview of Job and Candidate qualifications: The Customer Care - Tools Administrator will be working cross-functionally on processes and procedures where tools are involved. They will lead our efforts to modernize our support experience, such as deeper support integrations with our mobile app. While some aspects of the role will be to manage and maintain existing systems, this role also requires some project management in sourcing and launching new tools or integrations. ResponsibilitiesOwn, manage and configure Zendesk Support instance including: users, custom fields, triggers, automations, apps, and 3rd party integrationsOwn and optimize all internal and external customer service processes and procedures to increase efficiency and user experience by minimizing the effort of both end-users and agentsOwn, manage and configure Ada chatbot including: monitoring of contact questions, adding new answers, and proactively improve the chatbot experienceManage and implement new tools, integrations, and improvements as neededInterface with Tile product and engineering teams to ensure the best user experienceTrack effectiveness of process improvements and tool changes in improving relevant metricsIdeal CandidateBA/BS degreeProficient with Zendesk (Admin Certified and/or Conversations experience is a plus), and a quick learner of toolsProficient with Chatbots (Ada Chatbot is a plus)Strong written communication skillsMust be detail-oriented and hyper-organizedWorking knowledge of Excel, Word, Google suite (drive, docs, sheets)Collaborative team player that is a self-starterStartup experience preferredSome travel may be requiredBenefitsOwn equity in the company - every employee is a stakeholder in our futureWork with an adept team of people who love what they doFlexible work programComprehensive health insurance, dental, vision, 401k, and pre-tax commuter deduction#LI-RemoteTile's MissionWe solve real problems with technology to make people's daily lives better.At Tile, we recognize that daily life is challenging. We lead busy lives filled with family, friends, jobs, pets, and other things we love. Balancing this can be demanding, unpredictable and stressful.We use technology to solve real everyday problems that keep each day running smoothly. People rely on Tile to be a seamless part of their lives whether they are at home or out in the world.By helping to make daily lives easier, we free people to find their best lives - whatever that means to them. Tile is for everyone, on every platform, everywhere in the world. Tile for life.About TileTile is best known today for its market-leading Bluetooth finders with over 35 million units sold and ~5M items located daily. That said, Tile has recently expanded the devices that are findable by its platform by embedding its software into third-party products. Over 30 billion Bluetooth devices are shipping over the next 5 years and each of these can be Tile-enabled with a software update. Partnerships have been announced with HP for laptops, leading audio headset OEMs like Bose and SkullCandy, and several others. Tile also has a large portfolio of unannounced OEM partnerships with top brands in many other large verticals (e.g. wearables, bikes, etc.) and is integrating its technology on the Bluetooth chips to make the Tile enablement more seamless for these partners (e.g. Tile has a partnership with Intel for PCs). In addition to the OEM and chip partnerships, Tile is scaling its finding network by entering into access point partnerships with companies like Google, Amazon, and Comcast (all announced and ongoing).From a business model perspective, Tile is shifting the relationship with its customers from a transactional device sale to offering a long-term, high-value service. Tile introduced its premium service two years ago and has ~400K subscribers today with a specific focus on growing annual recurring revenue. We are guided by our company values, which are Start with Trust, Bring It, Build What Matters, Better Together, and Power What's Next. Recently accredited as a Great Place to Work, we are a high-performing team and our leaders consider themselves to be performance coaches with a primary responsibility of accelerating Tile's success and that of their teammates. We know that the more our consumers win, the more we win, and we love working with like-minded teammates to do just that. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.