About the team

Dialpad’s Support Operations Team plays an essential role in product adoption, education, and Customer Support development. Focused on New Product Introduction, we help manage the launch timelines, facilitate product trainings, and collaborate with the Product Management org to create a frictionless adoption experience. This team partners closely with the Knowledge and Content, Support Development, and Customer Experience teams.

About the role

As a Support Operations Coordinator, you’ll work with the Technical Support Operations Manager to ensure Dialpad’s CX teams have everything they need to ensure seamless adoption of new features. You’ll own the post-launch feedback process, working closely with Customer Support and CX leaders to identify knowledge gaps and improvement opportunities.

You’ll be the voice of the customer-facing teams, ensuring that processes are followed correctly and consistently. Additionally, you will present on the efficacy of these procedures, highlighting areas of success and recommending enhancements based on feedback and performance metrics.

In this role, you’ll combine project management, user education, and customer support by translating ‘tech-speak’ into clear and informative content. You will also assist with creating comprehensive training materials and conducting post-launch surveys to gather feedback and ensure continuous improvement.

This position reports to our Techincal Support Operations Manager and has the opportunity to be based in the Philippines, working US office hours (PST).

What you'll do

• Grow your product expertise and become a Dialpad expert.
• Own the post-launch process, collecting feedback from all CX departments and presenting your findings on a monthly basis.
• Review Help Center documentation prior to a feature launch.
• Collaborate with the PMs to improve processes and ensure procedure adherence.
• Collaborate with CX leaders to identify and remove knowledge gaps.
• Own and manage NPI documentation.
• Collaborate with the Support Development Team to analyze agent pain points and schedule ongoing training sessions as required.
• Manage the CX Launch Tracker in Monday.com
• Assist the Support Development Team in managing Guru content.

Skills you’ll bring

• 3+ years of experience at Dialpad in a customer-facing role.
• Proven ability to communicate in a clear, concise manner.
• Exceptional attention to detail.
• A solutions-oriented mentality.
• Self-motivated and proactive.
• Well-organized, collaborative, and deadline-oriented mindset.
• Proficiency with Jira, Monday.com, and Confluence.
• Technical writing experience is a plus.
• Product Management experience is a plus.

Who you are

You're a great communicator and aren’t afraid to speak up. You hate silos and are eager to facilitate cross-functional communication across multiple departments. You are a Dialpad expert and know our product inside and out.

You're meticulous and love deciphering patterns. You enjoy telling a story with data and have an eye for spotting inconsistencies and oddities.

You’re not adverse to change; in fact, you love it — you’re always looking for improvement opportunities and are always looking to innovate.

You’re passionate about driving exceptional customer experiences through concise documentation and training, and you delight in knowing that your work will help your team and our clients.

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.