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Support Enablement Specialist

Mailgun

This is a Full-time position in San Antonio, TX posted September 13, 2021.

We are looking for a Support Enablement Specialist who is process-driven and passionate about jumping into problems, and designing enablement materials and improving the customer experience. The Business Operations team works across Mailgun’s global organization to enable Mailgun’s growth and business success, by formulating and executing operational strategy that maximizes efficiency and scalability! Responsibilities include defining and documenting Support processes, driving process improvement, developing customer help articles based on data-driven insights, and managing onboarding and continuing education materials.
Responsibilities
+ Build and maintain compelling and easy to follow materials that enables our customers to fully utilize the power of Mailgun’s platform
+ Utilize project management skills to mobilize internal and external stakeholders to achieve goals
+ Produce regular reporting and providing analysis for leaders in the business
+ Drive process improvement initiatives across the organization
+ Continuously create and engage in processes to ensure data accuracy, consistency, and integrity through continuous audit and review as we scale
+ Ensure all support systems operate smoothly and align with our quality standards
Requirements
+ 3+ years’ experience in technical support or content development role
+ Ability to perform root cause analysis on complex and less mature processes and services
+ Proficient in Zendesk, Atlassian Confluence and Atlassian Jira
+ Results-oriented with strong decision-making skills and the ability to prioritize multiple objectives while meeting aggressive deadlines
+ Experience with workflow mapping and process documentation
+ Adept at documenting processes in a compelling non-technical manner
+ Process-oriented, but flexible around business needs
+ Technologically savvy with high business and management acuity
+ Proven track record of leading and influencing change
+ Able to work on issues independently and drive improvement initiatives
+ Excellent written and verbal communication skills, and exceptional attention to detail
Preferred
+ BS in Business Management or relevant field
+ Experience in a SaaS or Software company
+ Solid project management skills (Lean Six Sigma)
+ Experience working with international teams
+ Experience with documenting processes and managing/maintaining technical content
Benefits
+ KEEPING YOU HEALTHY: Mailgun offers 100% employer paid comprehensive medical, dental, and vision plans (US). We offer a variety of supplemental plans to meet your individual needs and provide access to telehealth for all participants.
+ KEEPING YOU BALANCED: Mailgun provides free virtual counseling resources through our Employee Assistance Programs. Your mental health is as important as your physical health.
+ FINANCIAL SECURITY: We offer an employer match for 401k participants to help you plan for the future (US).
+ TAKE A BREAK: We believe performance at work requires balance at home. This is why we provide 5+ weeks of time-off to all employees.
+ FAMILY PLANNING: We know that families can be built in a variety of ways and this is why Mailgun offers paid parental leave and family planning support.
+ WORK WHERE YOU ARE: It’s not where you work that matters. This is why we provide flexible remote work offerings for most of our roles
Mailgun embraces diversity and equal opportunity in all aspects of our business. We are committed to building a company that empowers individuals from diverse backgrounds and values diversity of thought as a beacon for performance. The more inclusive we are, the better our work will be.