Customer Experience Manager, (Training, Content, QA, Social) at Tile
San Mateo, CA, US
We are looking for an energetic individual to set the strategy for our customer support training and knowledge activities.  The right candidate is fixated on the customer experience and how to make it effortless and memorable for Tile’s customers and partners.  You delight in knowing your oversight will result in every customer interaction being handled efficiently and pleasantly and that each customer problem will be solved.  
In this position you will set the tone for our customer facing Help Center and agent articles, as well as creating knowledge to educate our growing partner base.  You will be highly organized and able to focus yourself and your teammates on the task at hand to keep projects on track.  You will have the latitude to grow this position in the way you think is best for Tile.   


      • Manage all aspects of content and training creation for agents and customers that scales and transforms to match the company’s goals
      • Organize and maintain our digital content (Help Center Articles, Macros, Videos); curate content for accuracy and relevancy
      • Work with the team on new product and feature introductions, and manage the content production and training schedules 
      • Develop KPI’s that drive an understanding knowledge usage and effectiveness
      • Collaborate with the contact center training and development team to produce a stellar agent onboarding and continuous learning program
      • Monitor training metrics and feedback to improve speed-to-competency 
      • Attend QA calibration meetings to understand how to improve training and content, and at a higher level, to bring VOC insights back to key company stakeholders to improve the journey for Tile’s customers
      • Ensure tools used to serve content up to the user do so easily and accurately 
      • Oversee our Social support program aligning messaging with the Tile communications team  
      • Work with our international team and ensure content is translated for the expanding global markets that we support
      • As needed write content, training, survey’s, or proofread and/or edit output


      • 5 years relevant experience including time spent in customer support, community management or similar roles
      • Experience working in a contact center environment is required and with outsourced contact centers a big plus
      • Excellent verbal and written communication skills with ability to work cross-functionally and with external vendors
      • Learning and Development background or equivalent writing, copywriting or training experience
      • Experience with both process and troubleshooting content creation
      • Technical aptitude a must
      • Extremely organized and strong attention to detail
      • Ability to fiercely prioritize and keep track of many tasks to meet set deadlines and complete project deliverables
      • Proactive and resourceful – eager to identify areas for improvement and implement solutions
      • Have used and implemented KDB, CMS and/or eLearning systems; familiarity with Zendesk a big plus
      • Likes working in the fast-paced startup environment and having a lot of autonomy in your job – you must be resourceful and have problem-solving skills
      • Work experience in a consumer product or SAAS company highly desired
      • 4-year degree required, preferably in an educational field
      • Ability to travel international once a quarter or as needed


    • Own equity in the company - every employee is a stakeholder in our future
    • Work with an adept team of people who love what they do
    • Daily breakfast and lunch along with company-wide events and outings
    • On-site gym access
    • Free parking
    • Comprehensive health insurance, dental, vision, 401k, and pre-tax commuter deduction