At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that's empowering people to unlock their digital potential!
Job Responsibilities
* Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed. Providing support through tickets, phones and chat via a ticketing system.
* Delight our customers by answering their questions via phone, email, and chat. Triaging incoming incidents for our Application, Incident and Service Desk Support teams. Demonstrating the ability to communicate complex technical issues to non-technical audiences.
* Contribute to our customer-facing knowledge base to ensure they are consistently world class.
* Continuous improvement of our processes, systems and customer interactions. Working on projects that contribute to overall team business goals.
* Work within a world-class team, you will brainstorm, think big, innovate, learn and make data-driven decisions. Liaise with other teams such as, and not limited to: Application Support, Infrastructure, Education, Expert Services, Customer Success and Sales.
* Deliver on quarterly Objectives and Key Results that align with our business goals.
* Based on business needs; be available to cover Phones and/or Chat until 8pm (GMT/BST). Be flexible to be on call during off hours for emergency issues on rare occasions.
* Adhere to all data privacy, security policies and procedures.
Knowledge and Experience
* You are genuine in your desire to support others and have a minimum of 2 years' experience in a customer-facing or technical role, including striving to exceed departmental KPI goals and achieving first-contact resolution in line with SLAs.
* You’ll be encouraged to advance your technical expertise, particularly around front-end and full-stack technologies.
* Demonstrate strong verbal and written communication skills daily, both within your direct team and with other stakeholders. Acknowledge messages from leadership in a timely manner.
* Become a certified product expert and demonstrate the true value of experimentation and digital optimization.
* Successfully execute impactful projects at both the team and company level.
* Familiarity with front-end web development, web analytics, mobile, or full-stack development. Working knowledge of web technologies.
* Strong critical thinking, analytical, and problem-solving skills.
* Embrace a speak-up culture—share your ideas and challenge yourself to learn new technologies.
* Excellent time management skills with the ability to balance multiple projects.
* Comfortable with occasional travel and working from other offices.
Education
Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience.
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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