Celina Parker Email & Phone Number

Remote

Manage team onboarding, tasks, resources, and schedules.Monitor customer feedback for tone and helpfulness of responses to ensure issues are resolved in a timely manner.Manage internal and external support documentation.Manage Fundy Software Inc. Facebook page and private Storyteller group.Lead weekly support meetings to discuss challenging tickets, give positive feedback and discuss technical issues/bugs that need addressing.Address company policy with ownership and deploy with staff.Manage support team tools (Zendesk, Monday.com, Teamviewer) and budget.Provide performance coaching as needed.Manage Payment disputes in Braintree and Paypal.Oversee all print lab communication internally and externally regarding product and spec changes impacting the software (Direct, Premium, Basic) for Fundy Designer and AlbumWorks.Process and reconcile monthly Direct orders in the system with invoices/remittances.Process weekly, monthly, and quarterly financial reporting utilizing MySQL, Microsoft Excel, and sales reports from Chargify/Maxio.Oversee QA testing for desktop and SaaS products, assigning test cases to CS and QA team members and reporting all findings to development.Manage bug tracking in Pivotal Tracker, assigning priority, and accepting/denying delivered resolutions.Assist Marketing with sales, Wordpress blog posts, Mailchimp newsletters, and social media.Cross train CS team members in all areas of backend support and assign tasks for desktop, web, and mobile products.Communicate to establish and track team member individual goals. Help generate opportunities to assist team member in achieving goals (ie. training courses, etc.) and implementing new skills.Empower team members to take ownership over new tasks/projects.Perform annual employee reviews.Assist with HR tasks as needed.

Promoted to position with sister company, SFA Commercial.