Objective

Zeitview is the leading intelligent aerial imaging company for high-value infrastructure, providing businesses with actionable, real-time insights to recover revenue, reduce risk and improve build quality. Headquartered in Santa Monica, CA, Zeitview serves customers in the solar, wind, insurance, construction, real estate, and critical infrastructure industries. Trusted by the largest enterprises in the world, Zeitview is active in over 70 countries.

This position is responsible for leading a team of associates. Leading the day–to-day planning, operations and problem-solving of a team to meet with the required KPIs, standards, and operational targets; offer creative solutions; to develop the team to ensure delivery of consistently superior operations and customer support  by highly knowledgeable and customer-focused associates. Provides help to management, including training, and keeps management updated on team performance.; this requires leadership, people skills, and the ability to clearly communicate. This role is a team leader as well as an individual contributor. This position will report to Manager - Customer Support.

Responsibilities

• Monitor all statuses in the operations pipeline in admin and zendesk to make sure all tasks all handled and nothing falls through the cracks. 

•       Utilize proper tools, channels, and workflows accordingly to follow standard procedures outlined in our Management System. Tasks include but are not limited to monitoring and handling tickets in zendesk: confirm, pilot accepted, pilot re-noitfy, assets classified, pilot general inquiry, pilot active missions, Airspace

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•       Authorizations:, Calling: New Missions, Calling: Recalls, Training Missions:  Assets Classified, Training Missions: Emails, Created status.

•       Ability to work a scheduled shift and scheduled tasks accordingly.

•       Audit admin and zendesk to ensure all missions are accounted for and action is taken accordingly.

•       Set one on one meetings with associates on a weekly basis.

•       Monitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed. Train new employees on company standards and procedures.

•       Communicates OKRs, policies, safety practices and deadlines to the team.

•       Create an inspiring team environment with an open communication culture.

•       Motivate team members.

•       Listen to team members’ feedback and resolve any issues or conflicts.

•       Communicate internal concerns to Operations Manager. 

• Perform other tasks that will be assigned to, from time to time.

Knowledge, Skills and Abilities

•       Bachelor’s degree or higher with minimum 3-5 years of professional work experience in relevant domains as mentioned below.

•       A minimum of 2 years experience in leading a team working on operations and customer support.

•       Past experience as a senior customer support associate.

•       A high degree of creativity, foresight, and mature judgment in leading, organizing, and guiding extensive operational teams and activities

•       Experience leading teams of complex diversity and scope which are of critical importance to overall company objectives.

•       Excellent planning, scheduling, and team leading skills with the ability to work both independently and in team settings.

•       Solid computer skills (Office suite, Slack, Zoom, Zendesk).

•       Excellent English written and verbal communication skills.

Benefits

• Work with the leading intelligent aerial imaging company with established, successful relationships across myriad industries
• Medical insurance as per coverage policy 
• Diverse, equitable, and inclusive culture,
•  where your voice matters
• Autonomy and upward mobility