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User Services Tooling Specialist

 

User Services Tooling Specialist

San Francisco | California | United States

We’re looking for an organized problem-solver to join our team as a User Services Tooling Specialist. You’ll become an expert on the tools and data used by our team, identify current gaps, assess future tooling needs and suggest workflow and efficiency improvements. You’ll help improve the systems we use as part of user support and education and partner with engineering teams to build features that will enable our team to provide the fastest, clearest solutions to user problems.

What you’ll do:

  • Analyze existing tools and processes to provide recommendations for improvements and partner with engineering teams to implement them
  • Analyze and report on data from existing tools like Zendesk for stakeholders and to identify efficiency improvements
  • Investigate, triage, and prioritize tooling issues and requests and represent User Services tooling needs to engineering teams
  • Translate complex system behavior into user-friendly documentation
  • Understand the tooling needs of each User Services subteam and work with partner teams to build and maintain tools

What we’re looking for:

  • 1-2+ years of project management experience
  • Persistent self-starter with a passion for solving user problems and making systems simple, efficient and user-friendly
  • Proficiency in SQL
  • Experience communicating with technical and non-technical partners
  • Proven ability to learn new technologies with a strong eye for detail

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