Manager, Product Support

We’re seeking a Product Support Manager with a proven track record in technical software and client relations. This role requires a unique combination of technical expertise, leadership skills, and an unwavering commitment to customer satisfaction. Your primary responsibility will be to lead and oversee a team of 14 support professionals, ensuring they provide top-quality technical assistance to veterinary clinics and mobile app users. Your role will be essential in driving continuous process improvement, streamlining workflows, and ensuring the delivery of high-quality resolutions and support services.

Collaboration is vital as you’ll work closely with cross-functional teams, including Customer Success, Implementation, Product, and Sales, to enhance the overall customer experience.

Apply if you’re excited to:

• Lead and scale the Product Support team by nurturing professional growth through one-on-one coaching, setting clear expectations, and recruiting new team members
• Maintain high team performance standards with KPIs like productivity, response time, quality, and customer satisfaction (CSAT)
• Develop and implement tools and metrics that proactively elevate the customer experience
• Provide technical support services to customers as needed and offer guidance for escalations
• Prioritize, escalate, and manage customer critical issues and escalations
• Drive a forward-thinking and strategic environment
• Utilize data to drive decisions and create a strategic environment to keep us at the forefront of the industry
• Foster internal and external knowledge management among teams, as well as be a stakeholder for our external Help Center
• Forge robust relationships with Engineering, Product Management, and Customer Experience teams to ensure the voice of the customer is consistent and well-represented
• Proactively implement SaaS best practices related to Product/Support to enable teams to be more efficient and effective
• Manage critical relationships with third-party integration partners to ensure seamless software functionality and up-time

About you:

• Minimum 3+ years of demonstrable success managing a multi-faceted technical/support team at a SaaS or technology-related company
• Strong leadership, team management, and interpersonal skills
• Flourish in a fast-paced, high-growth environment, driven by a sense of accountability and unwavering attention to detail
• Expert working knowledge of Jira, Zendesk, Slack, and G-suite products
• Proven record of successfully and proactively monitoring trends and making data-driven decisions to elevate team strategy and outcomes

Benefits & Perks

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 13 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development