Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
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About the Team
The Customer Care team is a crucial component of Workday Support. We are driven by our excitement in providing customers an extraordinary support experience! Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We have teams based out of the US, Costa Rica, Ireland, New Zealand and India.About the Role
Foster a successful team in Costa Rica by learning the Analyst role and hiring to expand coverage, building the team from the ground upWork closely with your team of Customer Care analysts to ensure our customers’ inquiries are efficiently followed up onProvide inspirational leadership and direction for the local teamLead all aspects of operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, order fulfillment, instance/tenant maintenance and management, etc.Foster powerful relationships with the Product Support, Compliance, Legal and Customer Success teams.Provide leadership when customer issues severely impact a customer, driving problems to resolution and taking the lead on communications within Workday and with the client.Define, detail and maintain business processes, requirements, and policies.Find opportunities for business process improvements and make recommendations as appropriate.Provide training and support to Analysts, building out their skill sets and career pathsWill require occasional weekend and evening hours.About You
Basic Qualifications
3+ years of experience leading and developing a teamExperience in a customer services role and supporting a SaaS solution and Platform as a ServiceExperience with a case management or CRM solution like JIRA or SalesforceValidated digital literacy (Excel, Word, Powerpoint, software applications)Additional QualificationsAble to absorb new concepts and technologies quicklyWork effectively in a fast paced environmentExperience leading a cross – cultural and global teamAbility to collaborate and build positive relationshipsExcellent verbal and written communication skillsAbility to understand and interpret data from multiple sourcesResearch customer issues and questions to reach resolutionForward-thinking individual who will analyze and improve current processesAttention to detail and strong customer focus required for this roleMentor, coach and lead a team to successGeneral knowledge of AI
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!