Customer Support Project Manager - US

Job Description

Hi! Before diving into the job details, let's give you some context on who we are and what to expect when joining the team.

Typeform has seen significant change since it was founded 10 years ago. We’re expanding from a small Barcelona-based business to a truly international and remote company. We can hire in Spain, the United States, the United Kingdom, Colombia, France, Germany, Ireland, the Netherlands, Poland and Portugal. The location is to be subjected to change, depending on the role.

Our vision is a world of more personal business relationships. We believe we can create that world by living our mission: To bring people closer with better conversations .

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organizations to their next chapter. But we are aware it’s not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

About the Team

You will be part of a diverse and growing Customer Support & Success team, which spans multiple time zones and continents made up of different teams such as Customer Care, Customer Success, Learning & Enablement for example. You will report to the Sr. Manager, CS Data Operations.

About the Role

The Customer Support Project Manager role is a hands-on position requiring excellent project management, technical, organizational and communication skills. This position is responsible for the planning, management and execution of Customer Support integration and modernization projects within Typeform. The scope of projects may include software and hardware upgrades and/or major upgrades and modifications to equipment or systems.

This role will be based remotely in the United States.

Things you will do :

• Management, execution, reporting and profitability of service projects.
• Develop and maintain close relations with internal technical resources to effectively execute projects.
• Effectively execute internal customer requests by communicating with appropriate internal contacts
• Responsible for creating, structuring and establishing schedules.
• Select and manage technical vendor partners
• Provide timely and accurate reporting relative to project status and execution
• Maintain accurate records and provide status reports on all project pricing and project progress
• Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
• May be assigned to special projects or required to perform other duties as assigned

What you already bring to the table:

• Bachelor's Degree in Project Management, Business or Technical Major
• You have at least 5+ years of experience working as a project or program manager in a CS Operations team
• Hands-on approach, with the ability to motivate others toward success
• Excellent verbal and written communication skills
• Excellent report writing and presentation skills
• Critical thinker with proactive problem solving and decision-making skills
• You're motivated to learn fast to become an expert in our products
• Ability to communicate and collaborate effectively, at all levels
• Outstanding time management skills, strong attention to detail and the ability to learn quickly
• Proven ability to handle multiple tasks with competing priorities, with a sense of both urgency and thoroughness
• Professional, positive, and energetic attitude
• You're a team player with the ability to work together with other teams
• You've experience working with these platforms: Customer Support or CRM platforms (for instance, Zendesk, Salesforce, or Catalyst)

• You worked with integrations and APIs
• You've worked in an Agile environment
• You don't mind working on weekends and some evenings every now and then

To fulfill our vision (Bring people in ) and mission ( To bring people closer with better conversations ), our 500 remote Typeformers from 55 different countries come together to live up and deliver on that promise.
With our (future) Typeformers, we will accelerate our product development, nurture emerging technologies, expand headcount, and deepen strategic partnerships across our platform with this investment.
Why? Simply because 89% of companies say online is their principal customer interaction channel.
Yet, only 34% of companies treat customers as unique individuals.
Are you ready to join us and make a difference?

* Typeform drives hundreds of millions of interactions per year, powering conversational, human-led experiences all over the world. We are proud to be an equal opportunity employer. We celebrate diversity and do not tolerate discrimination and harassment of any kind, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We believe that by celebrating our differences, we can win together.

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