Senior Manager, Digital Support

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

The 8x8 Digital Support program functions to ensure that our users are equipped with information and paths to solutions that alleviate both customer effort and costly traffic to 1:1 support channels. This global program encompasses the support Knowledge Base, which serves both internal and external audiences; the web case submission portal; communities, forums, crowd-sourced and automated support programs, and other low-cost and self-help initiatives; and integrations with 8x8 products to introduce direct paths to help content and assisted support.

The Sr.Manager, Digital Support will be responsible for setting and achieving program goals related to site and content performance; customer satisfaction with self-help and web-based support options; and case resolution and contact redirection initiatives. This role will operate cross-functionally throughout the organization on release readiness, product improvement, and process enhancement, as well as directly manage a global team of content and site administrators, who will be responsible for executing tasks towards program goals. The Sr. Manager, Digital Support will also evaluate, recommend, and administer solutions, systems, and tools to achieve program goals and overall support cost reduction, process improvements, and user satisfaction.

Responsibilities:

• Advocate and expand digital support channels, by enhancing and improving self service solutions for customers

• Build and augment support automation through improvements to AI solutions and integrated tools and data

• Develop and maintain content, functionality and organization of knowledge base (content repository), knowledge management system and other related tools and systems.

• Track and effectively reduce support contact rate through content management and system usability improvements.

• Monitor and report on digital support metrics (resolution rate, self service success, usage reports)

• Work in close partnership with:

  • The Training Department to develop continuous education of customers, partners and 8x8 employees through the use of online content, forums, tools and media.

  • Partner with Workforce Management to direct development of new automation and workflows with direct volume/issue impact

  • Work in close partnership with Product, Sales and Marketing to coordinate the meeting of related documentation needs, including materials storage and organization, internal article content, and access management.

• Gather requirements, define and execute enhancement recommendations, functionality development, and other ways to improve knowledge and support tools to ensure efficiency and ease of use.

The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for dif