Director, Digital Support

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Campbell, CA
167K-278K Annually
Software
The Role

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

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 Director, 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 different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges:

$166,875.00 - $278,125.00

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English and Español.

View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)

Our Job Applicant Privacy Notice can be found here.

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The Company
HQ: Campbell, CA
2,147 Employees
On-site Workplace

What We Do

8x8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business.

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