Kazoo is an all-in-one Employee Experience platform that combines recognition, performance, and engagement in one powerful solution. By bringing together Real-time Recognition & Rewards, Continuous Performance Management, and Employee Engagement Surveys, Kazoo's employee-first solution enables companies to build purpose-driven cultures while increasing productivity, retention, and revenue. With over 600 global customers, the Kazoo platform puts actionable analytics in the hands of business leaders, connecting them to what really matters.
Overview of the role:
This role provides support to the Product Operations Manager by owning resolution of customer issues and enablement needs in the context of the roadmap, production support, and production bugs. The ideal candidate is curious, organized, creative, and communicates clearly to stakeholders in varying departments. This person will act as a partner to internal teams to troubleshoot and brainstorm to resolve urgent technical/data issues, and inform the prioritization of production bugs. We are looking for someone who is the expert in Kazoo applications and understands the user experience through the lens of admin, manager, and employee personas.
Responsibilities:
Operations Support

• Launch and upgrade support - partner with Customer Success (CS) team (Customer Success Managers, Implementation Managers, Support) on issue prevention by advising teammates on the best implementation paths for customer need.
  
• Issue triage and escalation - Triage day-to-day issues and escalate bugs and functionality gaps surfaced by the CS and Sales teams to the Product & Technology teams. Plays a critical role in understanding each issue in context of the customer's use case, launch date, renewal date, and release timelines. Participates in customer troubleshooting calls as required. Acts as the first point of contact when a new issue surfaces and advises on resolution throughout the lifecycle of the issue.
  
• Partner with the Product Development team to understand functionality of upcoming releases. Translate the impact of this functionality for customer-facing and prospect-facing teammates.
  
• Jira Hygiene - partners with Product Operations Manager to maintain Jira tickets for ease of reporting.
  
• Documentation of common issues - providing the CS team with information about common troubleshooting and/or data feed issues that can be reconciled outside of the bugs process.
  

Product Evangelism

• Has a deep understanding of legacy and new Kazoo features and advises GTM partners on which configurations are best suited for customers. Must be able to modify messaging based on audience, which ultimately drives alignment on what user experiences are feasible.
  

Enablement Support

• Launch Readiness - Advocates for customers by partnering with the CS team to evaluate launch readiness and feature fit on a customer-by-customer basis.
  
• Coordinates with CS team to identify customers to participate in beta launches, user acceptance, and user interviews.
  
• Responsible for capturing customer feedback from webinar series and connecting cross-functionally to those who can resolve launch and migration issues.
  
• Partner with Director of Design to curate monthly internal release notes.
  

Skills and Experience

• Passionate, quick learner with a self-starter attitude
  
• Highly organized with ability to prioritize and excellent attention to detail
  
• Clear and communicative partner able to distill complex ideas to team members
  
• Familiarity with Agile/Scrum software development as it relates to launch timelines and issue resolution for customers
  
• Interpersonal skills to work collaboratively with various stakeholders who may have competing interests, earning trust and influence to deliver results
  
• Strong communicator
  
• Ability to work remotely
  

Education and Certification

• 1+ years of experience in a software environment. Preference given to those with experience in Project Management, Product, Customer Success, or Quality Assurance roles.
  
• 4 year / Bachelor's Degree (Preferred)
  
• Certified Scrum Master (Preferred)
  
• A combination of relevant experience and education may be considered
  

If you've reached this point in the job description and feel you're still not sure if you should apply...Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you're feeling like you're not going to fit in with our teams - that's not okay. One of our company values is "Yes, &" - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day!
When you work at Kazoo, we provide competitive benefits to make your life better both in and out of the office, which include: health, dental and vision insurance; open vacation policy; flexible wfh policy; 12 paid holidays; 401k program; Stocked kitchen; Mac Laptop; Transportation/Parking Stipend; Generous Parental Leave; Fertility benefits; Breast milk delivery; EAP & more!
At Kazoo, diversity and inclusion are fundamental to how we grow and operate our business. We're building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Kazoo commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.
We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Kazoo is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.