About Deako
Deako is delivering a revolutionary plug-n-play smart home platform with a laser focus on the untapped new home construction market. We make smart lighting so easy to upgrade that even those who would have never considered smart lighting are making it happen. We've built a company based on trust; where forming personal relationships is key to our success.
We are seeking a Support Operations Lead to streamline service offerings through content and process creation. This remote position involves significant collaboration across various departments to enhance processes and ensure high-quality service delivery, including strong collaboration with the Director of Customer Care to align support strategies and improve customer service practices. Additionally, the role includes systems administration maintenance tasks such as user management, automations, and making system adjustments and improvements.
Responsibilities:

• Efficiently distribute tasks across T1, T2, and self-assignments
  • No people management responsibilities
• Increase scope and effectiveness of self serve, T1 and T2 through content and process creation and refinement
• Ownership of internal and external knowledge base
• Ticket data infrastructure, data capture, and reporting
• Engage in extensive cross-departmental collaboration with sales, marketing, web, product, hardware, software, partner success, data, and sales, as well as direct collaboration with the Director of Customer Care
• Monitor, report, and utilize feedback to continually improve team performance and customer satisfaction.
• CS system administration and maintenance

Measures of Success:

• Customer satisfaction, team satisfaction, escalation rate, first contact resolution
• Ability to create content
• Expansion of self-serve, T1 and T2 capabilities and scope, aiming for the highest utilization of self-serve resources, followed by T1, T2, and T3, in that order
• Utilization of internal and external knowledge bases
• Data capture accuracy and actionability (hygiene score)
• Cross-departmental collaboration satisfaction
• Systems health- downtime, billing

Qualifications:

• Preferred 3 years of experience in a support lead role, with a strong background in task distribution, process improvement, and systems administration
• Exceptional ability to manage information, coordinate tasks, and communicate effectively across diverse groups
• Demonstrated capability in content creation, knowledge base management, and systems adjustments
• Robust problem-solving skills with a track record of handling complex customer issues
• Experience in working with IoT devices, understanding WiFi functionality, and basic troubleshooting

What Will Make You Successful in This Role:

• Strong leadership and communication skills, able to effectively coordinate efforts and articulate technical and non-technical concepts to a broad range of stakeholders.
• High adaptability and creativity in problem-solving, able to navigate uncharted challenges and deliver innovative solutions.
• Commitment to collaborative success, working effectively within and across teams to drive progress and achieve common goals.
• Proficiency in systems administration, with a knack for optimizing operational efficiency through technological solutions.

What Your Week Will Look Like:

• 30% task and workflow management
• 20% process and content development
• 20% cross-departmental collaboration
• 20% advanced issue resolution
• 10% systems administration and maintenance

Deako Lighting Core Values:

• Driven: We are quick learners, innovators, and endlessly curious. We absorb information from diverse sources to continually refine our approach.
• Focused: We tackle challenges one at a time, prioritizing where we can make the most immediate and impactful difference.
• Transparent: We embrace both successes and setbacks. Innovation is born from problem-solving, and we cultivate a trustworthy environment where all issues can be discussed openly.
• Respectful: We engage respectfully at all times, valuing all contributions and challenging ideas constructively.
• Team-first: Our collective strength fuels our success. We value our community of partners and customers and recognize that our achievements are a result of our collaborative efforts.

Benefits:

• Salary Range: $70,000-$85,000
• Stock Options: Your role in Deako's success is recognized with stock options.
• Untracked PTO: We trust you to take the time you need.
• Comprehensive Health Benefits: Including medical, dental, vision, life insurance, and 401K.

Join a team of dedicated, passionate professionals committed to creating exceptional experiences both within our company and for our customers. If you're ready to lead and innovate within a dynamic, supportive environment, apply to be Deako's Support Operations Lead.