Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
To learn how Avid powers greater creators or for more information, visit
www.avid.com.
JOB SUMMARY
The Avid Customer Operations Team’s charter is to drive operational efficiency and strategy to support the Global Customer Care, Customer Success, Learning Services, and Professional Services organizations within the Avid Customer Experience & Customer Success organization.
As the Self Service Team Lead working with the Customer Operations team, you will be a key contributor to the Avid online customer experience including continuous improvement to self-service, chatbot, knowledge content creation, moderation, and management process. The Team Lead will help develop a culture for sharing knowledge by contributing to the implementation and administration of KCS, chatbot model management, customer home pages, and knowledge content standardization.
The ideal candidate has a passion for the customer web experience and self-service enablement, has experience working with a Drift Chatbot technology (or similar), and has worked with customer Self Service resources in the past.
The position is a working lead, responsible for the oversight of a small team of Knowledge Curators and Knowledge Content Managers, and direct contribution to the day to day tasks executed by the team.
About the Job:

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  Oversight of the implementation and ongoing management of our Drift Chatbot and other Self-Service content by the curator team.
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  Maintain and manage customer facing Self Service home pages and supporting materials on avid.com
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  Maintains and manages knowledge content standards, and drives development plans that closes gaps
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  Monitors self-service website and usage analytics data to understand trends
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  Monitors support case deflection rates, first contact resolution and time to resolve metrics
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  Reviews the analytics data and work collaboratively to devise action plans based on outcomes – knowledge taxonomy improvements, model management, identification of critical content gaps, self-service experience, etc.
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  Familiar with Chatbot principles, technology, and best practices to help drive adoption and training

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  Interpersonal skills to interact with management and project or program team members
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  Strong communication, presentation, and content creation skills
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  Ability to translate complex technical concepts and content into engaging and consumable customer self-service assets.
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  Experience with Chatbots or machine learning Search tools in the context of self service and online search.
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  Analytical and problem-solving skills
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  Strong ability to analyze data and propose operational improvements based on results
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  Experience in content development and delivery of formal training
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  Understanding of support center operations and best practices
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  Technical writing and terminology standardization

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  3+ years in Knowledge Management and Chatbot program experience
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  3+ years’ experience in a Customer Support group with a large technology organization
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  Existing Team Lead experience is a benefit, but not required.
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  BS / BA or other degree desired
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  Experience with CRM, KM and Search technologies such as Salesforce and Coveo
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  Experience with measuring self-service analytics considered an asset