The opportunity
We achieve outstanding customer satisfaction through a 24x7x365 ‘follow-the-sun’ support model, with regional teams covering the Americas, EMEA, and APAC.
What you'll do
Organizing global on-call and mission-critical schedules using Workforce: Management (WFM) tools and incident response platforms to guarantee seamless 24x7x365 support availability
Collaborating with Technical Services leadership and staff to ensure: integrated worldwide processes and a unified, high-quality customer experience
Primarily supporting the AMER region while working and interacting regularly: with global business partners across 'follow-the-sun' handovers
Exemplifying a customer-obsessed mindset by resolving operational roadblocks,: servicing critical customer access needs with urgency, and continually refining support ticket workflows
Supporting the measurement, analysis, and dashboard reporting of teamwide Key: Performance Indicators (KPIs) and metrics using tools like Tableau, SQL, and Google Sheets
Identifying operational bottlenecks and building automated tools and scripts: using Google Apps Script, while leveraging AI platform tools (Claude, Glean) to drive efficiency across the team
What they're looking for
- Ensuring team processes and policies are well-documented, communicated, and: followed. Collaborating with legal teams to maintain customer-facing Support Policies and Terms and Conditions
- Coordinating internal and external messaging regarding operational policies,: programs, and MongoDB software product lifecycle releases
- Infrequent international travel may be required (~1 time per year, only as conditions safely permit)
- –3 years of practical experience in operations management, technical support: operations, workforce management, or business operations in a fast-paced technology or SaaS environment
