Efficiency Manager

Wirex is seeking a dedicated Efficiency Manager to optimize our current setup of Freshdesk, our primary customer support platform. The Efficiency Manager will be responsible for streamlining operations, enhancing integration with other tools such as Jira and our database (DB), and improving reporting capabilities. This role requires strong organizational skills, attention to detail, and the ability to implement efficient workflows.  

Responsibilities:  

Freshdesk Clean-up 
— Identify and address open and pending status tickets that are not assigned to any workflow. 
— Streamline ticket management processes to ensure timely resolution and minimize backlog.  
— Conduct regular audits to maintain system cleanliness and optimize performance.  

Integration Enhancement 
— Collaborate with relevant teams to ensure seamless integration between Freshdesk, Jira, and our database.  
— Implement strategies to pass relevant information from our database to Freshdesk for improved user experience and efficiency.  
— Troubleshoot integration issues and work towards solutions in a timely manner.  

Knowledge Base Improvement 
— Enhance the self-service knowledge base to empower users and reduce reliance on agent interactions.  
— Develop and refine knowledge base articles and flows to address common customer inquiries. 
— Monitor and analyse user feedback to continuously improve the effectiveness of the knowledge base.  

Performance Metrics and Reporting 
— Define key performance indicators (KPIs) to measure the efficiency and effectiveness of support operations.  
— Generate regular reports on ticket resolution times, customer satisfaction scores, and other relevant metrics. 
— Provide insights and recommendations based on data analysis to drive continuous improvement.  

Training and Support 
— Train support agents and other relevant staff on best practices for utilizing Freshdesk and related tools.  
— Provide ongoing support and guidance to ensure team members are equipped to effectively utilize the system.  

Qualifications:  
— Proven experience in managing and optimizing customer support systems. 
— Familiarity with ticketing systems, CRM platforms, and database management.  
— Strong analytical skills with the ability to interpret data and identify trends.  
— Excellent communication and interpersonal skills. 
— Ability to work independently and collaboratively in a fast-paced environment.  
— Prior experience with Jira integration is a plus.  
— Fluency in English; proficiency in additional languages is advantageous 

Key Performance Indicators (KPIs):  
— Complete the Freshdesk clean-up project within three months.  
— Improve self-service knowledge base and flows to reduce agent interaction by 20% within six months. 
— Ensure Freshdesk is correctly integrated with Jira and our DB within four months.  
— Drive ongoing efficiency and analytic improvements to enhance customer support operations.  

Benefits: 
— Premium tariffs for our product. 
— Semi-remote work with flexible hours—work from home or office. 
— Home office allowance. 
— Virtual share options scheme after the probation period. 
— Comprehensive medical insurance after one month of collaboration. 
— Generous vacation policy: 23 business days of paid leave + 12 paid floating holidays. 
— Paid sick leave, Birthday, and Anniversary leave. 
— Length of Service Holidays. 
— Engaging in online events for learning and enjoyment. 
— Coworking with all facilities and shelter. 

Tags