Director - Customer Self-Service - MINDBODY - San Luis Obispo

Job description
MINDBODY, Inc seeking a Customer Self-Service Director to develop and execute a global self-service strategy to help reduce contacts per client to our customer service teams, and reduce customer effort in finding answers. This role will work closely with each customer facing department and product development to create the tools and knowledge base to achieve goals. They will also manage a team of 4-6 knowledge base contributors to help carry out the tasks of improving the current customer facing knowledge base and work with translation companies for German, French, and Spanish translation projects.


About the Job:
Oversee and recommend self-service initiatives at MINDBODY
Provide best practices and strategic expertise for the development and implementation of the company’s self-service delivery platform
Implement and manage Google Analytics and other data tracking to identify top searches, articles, user engagement and channel switching
Deliver reporting, in line with company processes including, but not limited to, baseline self-help experience and change over time, to VP, Customer Service and other executive team members
Work with assigned product development teams to improve self-service and channel guidance strategies within the knowledge base
Work with product development and other key stakeholders on a long-term vision for integrating self-help into the MINDBODY products
Set and achieve goals for contact deflection, channel switching, customer engagement and effort related to self-service
Contribute to the social support strategy by working with marketing and customer facing teams
Work with outsourced translation companies and qualified multi-lingual employees to translate key articles and knowledge from English to German, French, and Spanish
Oversee a team of 4-6 knowledge base contributors including coaching, performance reviews, and professional development

Desired Skills and Experience
Four-year college degree preferred. Can be substituted with work experience and continuing education such as certifications or certificates of completion in related fields of study
Understanding basic customer service operations
Experience defining or managing Customer Service focused self-service strategies that were proven to lower customer effort, and increase self-service engagement and success
Experience with analytic tools such as Google analytics for analyzing web traffic and user behaviors
A basic understanding of how to use API and other programing to integrate system such as click to call web forms
Experience with Salesforce, ZenDesk, and inContact is a plus
Experience with Knowledge Centered Support Processes or other methods of ensuring knowledge base is up to date with just in time quality to deflect contacts and reduce support costs

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