Help Desk Operations Manager, Partner Revenue Strategy & Operations @Elastic

Overview

This role involves leading the Partner Help Desk team within Partner Revenue Strategy & Operations at Elastic, aimed at enhancing the support experience for both internal field teams and external partners. The position includes people management, operational oversight, and cross-functional collaboration.

Key Responsibilities

• Lead the Partner Help Desk team by fostering a positive culture and environment.
• Conduct training sessions to enhance skills and mentor team members for their professional development.
• Manage a team that reviews Partner Deal Registrations, supports partner agreements, and resolves Partner Portal issues.
• Analyze current help desk workflows and identify areas needing improvement.
• Develop comprehensive documentation for help desk processes and implement best practices.
• Provide ongoing feedback and coaching to support each team member's growth.
• Manage escalated support cases for quick resolution.
• Collaborate with cross-functional teams to tackle complex issues and facilitate communication during escalations.
• Provide backup support during peak volume periods and staff absences.

Requirements

• 3+ years of experience in a help desk and/or support function, including case queue management.
• 3+ years of experience in partner operations or partner programs.
• 1+ years in a managerial position leading a team.
• 2+ years with process improvement experience.
• 2+ years of experience with CRM systems, preferably Salesforce.

Benefits

• Competitive pay based on work performance.
• Health coverage for you and your family in many locations.
• Flexible work locations and schedules.
• Generous vacation days each year.
• Financial donation matching up to $2000.
• Up to 40 hours per year for volunteer projects.
• Minimum of 16 weeks of parental leave.

Location

This is a remote position based in India. The work schedule starts at 6:00 PM IST to ensure overlap with EMEA and US timezones.

How to Apply

To apply for this position, please visit the Elastic careers page.