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Operations Specialist, Support Tools & Systems

Hatch

Hatch

Customer Service, Operations
United States · Canada
Posted on Thursday, February 1, 2024

About Us


There is nothing like the feeling of a good night’s sleep. Cozy, wrapped-up-in-a-heavy-blanket sleep. Fire crackling, curtains drawn, DO NOT DISTURB kind of sleep. *Hygge stuff. That’s the kind of sleep we’re talking about. 85% of people agree sleep is a key to their wellbeing, but more than 50% of people are unsatisfied with their own sleep. Whether it’s stress, interruption, work, children, people need help getting great rest!

Hatch is on a mission to help everyone in the family get great sleep. Getting high quality sleep improves focus, energy, and performance no matter what you love to do in your life. We make bedside sleep devices and original content to help people wind down, sleep deeply and rise rested and relaxed. Led by Rest, the #1 baby registry item on Amazon, and Restore, our Award-winning adult focused product, we have helped over 3 million sleepers of all ages find space for rest in their lives.

The Opportunity

Our Customer Support team is growing and we're looking for a Technology lead to oversee the Systems Platform & Tooling needs for Hatch’s Customer Support team to join us in our mission to help people get their best sleep… We’re looking for an experienced technology expert to build & own the Customer Support technology stack. The ideal candidate will have deep expertise in Customer Support and associated technologies, and has implemented common Support tools in the past. They are comfortable driving strategy, interfacing with cross-functional teams and key stakeholders on Support, and can dig in and solve technical issues hands-on. This role will involve implementing and optimizing tools like Zendesk, a chat bot, SMS Messaging for support, ect… This role will report to the Director of Customer Support. This person must be based in the United States or Canada.

Hatch is based out of California, so this role would be asked to be available during PST/PDT hours.

What You’ll Do

  • Create and oversee implementation of Customer Support technology roadmap. Ensuring we have the most effective tools and they’re utilized to their fullest potential to drive efficiency and the customer experience.
  • Serve as super-user, owner and product evangelist for our tools including Zendesk, Narvar, Forethought or ZVA, and our backend diagnostic tool.
  • Understand the use of API connections for cross-platform communication and integrations.
  • Build and manage the integrations between these disparate vendor platforms.
  • Drive our rate of self-service interactions by optimizing a customer-facing chat bot tool.
  • Implement a live support channel like live chat or SMS.
  • Partner with Support stakeholders to evaluate and identify appropriate tech stack to meet business and technology challenges.
  • Keep current on evolving technologies and anticipate technological evolutions that could be leveraged to enhance current architectures and build durable new ones.
  • Explore and suggest technical solutions that can enhance our Customer Support results.
  • Manage relationships with internal technology users (CS Reps and Managers) and external vendors.

What You’ll Bring

  • 2+ years experience supporting automation and/or technology (bonus if this if or a Customer Support department)
  • A self-starter. You like to understand the expected outcome, get the context, and then work entrepreneurially to get it done.
  • Systems-thinker. Always watching for second-order implications.
  • Consensus builder and collaborator. Ability to partner and collaborate with cross-functional teams and drive conversations that would align to business needs.
  • Proficient in CS Tools like Zendesk and chat bots.
  • Demonstrate understanding of a CRM and Support technology ecosystem for B2C companies.
  • Rigorous attention to detail
  • Highly organized, with ability to manage projects independently and seamlessly juggle multiple competing projects at once
  • Work well under pressure and meet tight deadlines in a fast-paced environment

Why You Will Love Working at Hatch!

  • We are certified as A Great Place to Work! 93% of our employees have reported that Hatch is a great place to work.
  • We have an amazing leadership team that truly values its employees and lives our company values each and every day.
  • We delight our customers with something everyone needs: a good night’s sleep!
  • Our team is collaborative, fun, and brilliant!
  • You have an opportunity to make a large impact in people’s lives
  • We are backed by world class investors including True Ventures and have strong revenue growth.
  • We let you take care of what you need by offering a flexible/remote work environment

We also take care of you through our comprehensive compensation package and many other perks and benefits including:

  • 100% paid medical, dental, and vision for employees and 80% coverage for dependents
  • Meaningful equity
  • 401(k) match with no vesting schedule
  • 16 weeks paid parental leave for those important moments in life
  • 16 free therapy sessions on Samata Health's platform for you and one other adult dependent
  • Financial Support for Family Planning
  • Remote office allowance
  • Monthly Internet reimbursement allowance
  • Friends and Family discount on our products
  • Discount program from popular brands in travel, entertainment and retail
  • Many other spontaneous perks

Designed by experts and loved by parents, our Rest family includes Rest, Rest+, Rest Mini, and Rest (2nd Gen)—all-in-one sleep products designed for babies and kids that can be controlled remotely. Hatch Restore is a fully-customizable product geared toward helping adults sleep well. As an all-in-one sleep assistant, Restore helps people personalize their perfect night of slumber. Launched in 2014 by parent entrepreneurs Ann Crady Weiss and Dave Weiss, and featured on “Shark Tank” in 2016, Hatch is headquartered in Menlo Park, California.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.