Market
Digital and Data
At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.
Your impact
StreetLight pioneered the use of Big Data analytics to shed light on how people, goods, and services move, empowering smarter, data-driven transportation decisions. The company applies proprietary machine-learning algorithms and data processing resources to measure travel patterns of vehicles, bicycles and pedestrians that enable complex transportation problem solving using analytics available on SaaS platform, StreetLight InSight. Acquired by Jacobs as a subsidiary in February 2022, StreetLight continues to provide innovative digital solutions to help communities reduce congestion, improve safe and equitable transportation, and maximize the positive impact of infrastructure investment. StreetLight is seeking a Product Support Operations Lead within our Customer Care organization. In this player-coach role, the team member will ensure StreetLight's Product Support Engineers are able to quickly and thoroughly resolve customers questions about StreetLight InSight (our SaaS on-demand platform,) other StreetLight products, and the metrics they provide. This team member will work collaboratively with StreetLight Product Support team members based in the United States to resolve customer questions with the highest customer satisfaction, understand our processes and policies, and ensure these are most effectively implemented in Zendesk, our team's infrastructure platform. This position reports directly to the Associate Director, StreetLight India, and will receive functional guidance from the Director of Product Support in the United States (California.) The mission of StreetLight's Product Support Team is to provide exceptional support to StreetLight customers and StreetLighters by solidifying knowledge and understanding of our products and metrics. We are committed to building customer confidence and trust through transparency, empathy, collaboration, and integrity. We are passionate about delivering personalized service with warmth and take pride indoing the right thing for our customers and our team. Key Responsibilities Lead operations and process management for the StreetLight Product Support team, including - Serving as key partner to internal teams migrating from Zendesk and implementation of Salesforce Service Cloud in 2024 - Administering and automating Salesforce products, such as Service Cloud - Developing, documenting, and maintaining Support team processes - Building dashboards and reports within Support tools to capture Support team KPIs and other customer insights - Integrating StreetLight systems as appropriate (i.e. Salesforce, Power BI) - Collaborating with Product, Engineering and the rest of Customer Care teams for Support teamneeds - Leadership and mentoring of product support operations staff, potentially including hiring . Contribute to Product Support Engineer customer activities, such as -Maintaining the highest levels of customer service during every interaction with Support's customers with respectful engagement and empathy - Generating and analyzing metrics as needed for tickets with Product Support Engineers - Provisioning customer accounts and users in StreetLight InSight - Handling one-touch tickets and initial responses as needed, such as reviewing paused customer analyses for best practices and privacy concerns. - Ensuring support tickets are properly closed, including ensuring Knowledge Center Service (KCS) processes are completed.
Here's what you'll need
- Undergraduate degree in technical discipline. Experience working in customer-facing software support is strongly preferred. - Five+ years of experience in a customer service role, SaaS software companies strongly preferred. - Experience with Salesforce Service Cloud administration is required. - Strong communication skills, particularly in written formats. - Strong analytic skills, including use of spreadsheets and databases. Experience working with SQL is a plus. - Experience implementing APIs is a strong plus. - Experience working with Zendesk software is a plus. Position based on India standard business hours. Not expected to work North American business hours except for regular coordination with North American teammates. Occasional travel to North America required.
Locations
CityStateCountryBangaloreAll IN RegionsIndia
