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