Lead, BPO Vendor

Posted Apr 26

Loom is the video communication platform for async work that helps companies communicate better at scale. Loom makes it easy to record quick videos of your screen and camera and instantly share them with a link. More than 20M users across 350k+ companies around the world trust Loom to share feedback, updates, intros, training, and more – every day. Founded in late 2015, Loom has raised $203M from world-class investors including Andreessen Horowitz, Sequoia, Kleiner Perkins, Iconic, and Coatue.

The Role

This role is part of Loom's Support Operations team, which is responsible for driving efficiency and customer delight while scaling alongside Loom's rapid growth to support our 20+ million users.

As the BPO lead, you will play a critical role in creating an environment for our BPO partners to do their best work. You will be responsible for leading and executing projects that ensure Loom continues to provide an efficient, proactive, 24/7 support experience. By building strong relationships, with both leadership and support associates alike, you will ensure our BPO team is set up for success.

You will ensure their feedback and needs are met by internal stakeholders while focusing on improved performance that exceeds SLAs across quality, response, and productivity.

Through a diverse workload, and partnering with cross-functional stakeholders, your work will be critical to ensuring Loom’s Support team continues to thrive, scale, and delight our customers.

About our Support Ops team

Support Operations is a small team comprised of folks who are energized by solving complex business problems. If you’re ready to roll up your sleeves and create elegant solutions that keep pace with our ambitious growth plans, we would be delighted to hear from you!

Responsibilities

  • Manage the day-to-day operations for our BPO team, executing projects that span process, training, quality, reporting, and product improvements.
  • Drive improved performance SLAs across quality, efficiency, and productivity.
  • Analyze data to identify opportunities; capacity plan; and determine solutions and action accordingly.
  • Regularly collaborate with BPO leads and agents to facilitate productive, action-oriented discussions.
  • Create and facilitate training, and own quality for our BPO partner.
  • Work closely with cross-functional partners across Support, Product, Sales, and Engineering leadership to improve cross-functional team collaboration workflow.
  • Coordinate and drive key projects to completion, across process, workflow, training improvement, by building alignment and consensus with Support leadership and cross-functional stakeholders.

What We're Looking For

  • 3+ years experience in customer experience, Support, Business or Product Operations with progressively increasing responsibility.
  • Minimum 2+ years BPO vendor leadership experience.
  • You have experience running training and quality programs, along with understanding of BPO scheduling, capacity planning, KPIs, and reporting.
  • You take a test-and-learn approach to all rollouts and rely on data to make your decisions.
  • You’re comfortable working in ambiguity and take pride in constantly evaluating valuable opportunities to improve current workflows by showing a strong interest in finding and analyzing data to support hypotheses and create plans of action.
  • You truly care for the overall customer experience with a proven track record of driving efficiency and building relationships.
  • Strong analytical prowess in working with large sets of unstructured data to create business insights. Including expertise in Tableau, Excel, Zendesk Explore (SQL & Salesforce experience is a bonus).
  • Proven track record in the ability to manage multiple projects and priorities simultaneously, while working in a fast-paced environment.
  • Bonus: Working with BPOs who also span across other disciplines such as sales, success, safety & compliance.

Perks at Loom

  • Competitive compensation and equity package
  • Comprehensive medical, dental, and vision coverage for employees and dependents (for US employees)
  • 14 paid company holidays plus Summer Break in July and Winter Break in December
  • Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
  • Healthcare reimbursement (for International employees)
  • Life, AD&D, Short and Long Term Disability Insurance
  • 401(k) with 4% company matching
  • Wellness stipends
  • Flexible PTO
  • Paid parental leave
  • Remote work opportunities
  • Professional development reimbursement
  • Home office & technology reimbursement

How We Work

Freedom and Flexibility: At Loom, we believe work is an act, not a place. When we disengage work from a location, we can accommodate a broad range of life choices. You can choose to work from home or while you travel. We are able to hire across the United States and are continuing to expand our international presence. And you are free to move within a country without any adjustment to compensation.

Engaging Workday: The key to an engaging workday is finding the right balance between different ways to work sync, async, text and video. Loom makes it easier for us to say what we mean without having to schedule a zoom meeting or struggle to find the right words. And using async communication allows us to free up time for deep work every day. We believe there's a place for sync time - often a conversation on Zoom is exactly what is needed. For team meetings, this ‘sync time’ is typically between 9AM-Noon PT given where the overlap of timezones where Loommates are located.

Work-Rest Balance: The way we balance the fast-paced demands of a high-growth startup and sustainability is making rest a priority. We offer a flexible PTO policy so you're able to take time off when you need it. We also go fully offline for Summer Break around 4th of July and between Christmas and New Years. Rest is also part of the workday, not just during PTO. Taking a break for personal commitments, whether it's watching the kids or getting some exercise is a natural part of the workday.

Social Connection: Relationships and connectedness matter. We are intentional about building trust and relationships through unique, shared experiences. Our virtual workspace keeps us connected day-to-day whether it's through Looms celebrating wins or our buzzing Slack communities. Loommates are able to meet in person with their teams at least twice a year purely for fun. We have also built local offices for those who want to work or meet in person, starting with San Francisco and New York City.

Loom = Equal Opportunity Employer

We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.

We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

To learn more about how Loom collects and uses your personal information during the application process, please see the Loom Candidate Privacy Notice.