Customer Care Operations Manager

#TeamNextdoor

Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, and brands and businesses of all sizes use Nextdoor’s proprietary advertising platform to engage with neighborhoods at scale. Download the app and join the neighborhood at nextdoor.com. 

Meet Your Future Neighbors

The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust. Our work extends beyond traditional “support,” encompassing bringing products to life, customer education, advocacy, and community moderation.   

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment model, blending an in office presence and work from home experience for our valued employees.  

The Impact You’ll Make

The Customer Care Operations team at Nextdoor is seeking a Customer Care Operations Manager that can effectively partner with cross-functional teams and advocate for our customers. In this role, you will own customer care go-to-market, voice of the customer processes and the cross-functional relationships that ensure we are continuously delivering experiences that enable our customers to get the most out of Nextdoor.

Your responsibilities will include:

• Lead customer care Go-to-Market processes and be responsible for operational readiness for new product, feature and market launches 
• Analyze / query / develop customer insights to share with cross-functional team members as evidence in support of what is and is not working for customers
• Own relationships with Product, Engineering and Marketing teams and represent the voice of the customer in user experience decisions
• Collaborate with Quality Assurance, Training and Knowledge Base teams to ensure ongoing agent education and support excellence 
• Provide guidance and support to customer support teams in handling complex inquiries, ensuring effective and efficient resolution
• Oversee bug management processes, including escalation, triaging and resolution of bugs identified through customer support
• Identify and drive initiatives to enhance the in-product support experience for customers
• Drive projects that empower customers to self-resolve issues through the use of help content (nextdoor.com/support) and tooling solutions

What You’ll Bring To The Team

• 5+ years of experience in a product specialist, product operations, or support operations role
• Demonstrated experience collaborating and influencing cross-functional partners with data to improve customer experience, and launch high quality products
• Demonstrated experience developing and troubleshooting technology products from an operational lens
• Solid project management skills
• Proficient in Google Sheets / Microsoft Excel
• Working knowledge of SQL, experience deriving meaning from data, and presenting data findings.
• Excellent written and verbal communication skills, including the ability to work with technical and non-technical individuals and present at meetings or trainings
• Experience building processes from scratch & implementing them to solve business problems
• Self-starter and ability to move efforts forward with limited oversight
• Willingness to roll up your sleeves and fix problems in a hands-on manner

Bonus Points

• Experience with Salesforce Service Cloud
• Experience developing training and documentation for end-users and support representatives
• Experience troubleshooting on Android, Windows and/or iOS mobile operating systems
• Experience with Jira ticketing platform

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create our rewards package. Total compensation will vary depending on your relevant skills, experience, and qualifications.

The starting salary for this role is expected to range from $130,000 - $155,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date will take place within the first 3 months of your start date.

When it comes to benefits, we have you covered! Nextdoor employees can choose between a variety of health plans, including a 100% covered employee only plan, and we also provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we serve. We encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants’ personal information, please see Nextdoor's Personnel Privacy Notice, found here.