Senior Manager, Help Center

About the team & opportunity 

What’s so great about working on Calendly’s Customer Experience team? 

We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

Why do we need you? Well, we are looking for a Senior Manager, Help Center who will bring exceptional leadership, strategic thinking, and a customer-first mindset. You will report to the Head of Customer Experience Operations and will be responsible for overseeing the Help Center's operations, ensuring exceptional self-service support, and continuously improving the user experience.

A day in the life of a Senior Manager, Help Center at Calendly

On a typical day, you will be working on:

• Leading and mentoring a team of Help Center specialists to ensure top-tier self- service support for our customers
• Developing and implementing strategies to enhance the efficiency and effectiveness of the Help Center
• Analyzing voice of customer feedback and customer experience data to identify areas for improvement and drive impactful changes that support our business objectives
• Collaborating with other departments to ensure the Help Center is aligned with overall Calendly goals
• Overseeing the creation and maintenance of Help Center documentation and resources, including managing content for product releases, and managing escalated customer issues to ensure timely resolution
• Monitoring and reporting on Help Center metrics to stakeholders and all of Calendly

What do we need from you?

• 7+ years of experience in a Customer Education role,  preferably with Help Center, customer-facing Knowledge Base, and customer content experience.
• 5+ years of experience leading teams for scaling, high-growth SaaS companies.
• Strong leadership and team development skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and derive actionable insights.
• Experience with customer support software and tools.
• Strategic thinking with a customer-first approach.
• Ability to work in a fast-paced, dynamic environment.
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

What’s in it for you? 

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. 

Our Hiring Process:

Applicants for this role can expect to follow the hiring process listed below. Please keep in mind that applicants can be declined from the position at any stage of the process. 

• Qualified candidates will be invited to schedule a phone interview with a member of our recruiting team. This is a great time to ask any initial questions you have about the company or the role. 
• Next, we’ll put you in direct contact with your potential future manager. You’ll get a chance to learn even more about life at Calendly, the responsibilities attached to your role, and the qualities needed to succeed here.
• Then you’ll meet with your potential future team members.
• Next, we will send a take home exercise/presentation where you can highlight your skills.
• Finally, we reach out to those you’ve worked with before, to learn more about the impact you can make, the value you bring, and the best way to set you up for success at Calendly.

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. The recruiter assigned to this role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com . 

Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, and West Virginia, you will not be eligible for employment.  you will not be eligible for employment. Note that all individual roles will specify location eligibility.

All candidates can find our Candidate Privacy Statement here

Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection

The ranges listed below are the expected annual base salary for this role, subject to change.

Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and competitive benefits.

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2

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Last updated on Aug 28, 2024