Support-Product Operations Lead

Customer Support · Richmond, Victoria
Department Customer Support
Employment Type Full Time
Minimum Experience Mid-level

As everyone knows, it’s critical for businesses to understand what their customers want and how best to support them. Quite often there can be a disconnect between product teams and customer support. 99designs understand that building a link between the two is imperative for our success. This role is all about just that - connecting our Support and Product Teams to create delightful user experiences, to support product strategy and to communicate product changes that could impact our customer and designer community in a proactive way, to create a better experience for both end users and support teams.

99designs by Vista is the world’s global creative platform that makes it easy for clients and designers to work together to create designs they love. Since 2008, our freelance community has brought more than one million creative projects to life for thousands of genius entrepreneurs, savvy small business owners, and brands with big ideas. As part of the Vista family, which includes VistaPrint and VistaCreate, 99designs helps small businesses thrive with expert design at their fingertips.

99designs is a people first business inside and out. It’s reflected in the values we hold for our people, our customers and designers. We want each and every person to be absolutely delighted by their experience. 

A little bit about this opportunity

You will play a critical role in connecting our Support and Product worlds. To achieve this, the Support-Product Operations Lead will collaborate with our Product teams, becoming the reliable subject matter expert, the voice of their clients/designers, and advocate for their community and support experience.

You will communicate product updates and help prepare all support teams in advance of product launches, ensuring teams feel confident and set up for success. You will be pivotal in representing and advocating for 99designs’ clients, creators, and our support team, flagging potential risks and considerations with the Product teams.

You will also be responsible for assisting in the day-to-day business operations and partnering with the Support Ops Leads in other regions. Including leading global projects that focus on streamlining processes, implementing/enhancing tools, creating SOPs/documentation, and using data to make decisions on how they can bring greater effectiveness to the Community Support team.

A little bit about you

A curious mindset and a passion for people, data, technology, process and creating awesome support experiences is what you love! You will also love project management and will be a strong communicator who knows how to influence and bring people on a journey.

You’ll need to be someone that can thrive with ambiguity and dare I say ‘pivot’ when need be. You will be a creative problem solver who uses data to inform decision making and is excited to build something from the ground up. You will work with a variety of teams across the business & globe, so understanding how to manage a range of different stakeholders and their priorities will be key for success here.

You might be sitting in a project management, product marketing or customer operations type role and be thinking “I have one piece of the puzzle, but want to develop skills in the other areas” - 99d will support you with that, as long as you have the desire and attitude to learn and adapt.

It would be great if you have worked in a complex product led business in the past, but not essential.

Why 99designs by Vista?

As 99designs continues to scale as part of the Vista family, we are committed to building an inclusive and diverse team that reflects the communities in which we operate. We want people to feel like they belong and can bring their whole selves to work. Our aim is to continue to foster a collaborative environment with a keen focus on innovation, growth and ownership. Below are just some of the things we do to support our people:

  • Career development and learning in whatever way suits you! Think paid R&D days, courses, formal and informal mentoring, conferences… however you learn best 99d has got you covered.
  • Culture of workplace flexibility and wellness. Study? Parent juggling? Everyone has different needs and the business will support you in the best way we can. Some people work remotely, some with flex start and finish times...the common thread is it’s all about your individual needs. With annual wellness bonuses of $605 + annually refreshing your WFH space with $300, you'll be supported to do your thang.
  • Support for working parents. 18 weeks paid parental leave policy for all parents (we don't distinguish between a primary and secondary carer), which can be accessed part time or any way you want it over the first 18 months, which you can access from day 1 of joining us. We also pay superannuation for paid and unpaid parental leave for 18months!
  • Support for the community. In addition to 99nonprofits, 99designs provide one paid volunteer day a year for you to support a charity and the community as you see fit!
  • 99d are also a proud Code Like a Girl Gold Partner, host of Girl Geek Academy hack days, & maintain popular open source projects, and support a range of other community groups. It’s in our DNA.

Thank You

Your application was submitted successfully.

  • Location
    Richmond, Victoria
  • Department
    Customer Support
  • Employment Type
    Full Time
  • Minimum Experience