Manager Product Support

The Manager of Product Support reports to the Director of Product Support and is responsible for leading a team that plays a crucial role in creating and delivering an exceptional customer experience. As a Manager of Product Support, your team serves as the initial point of contact for our customers, tasked with understanding and empathizing with their technical challenges and how these challenges impact their business. Your role involves providing leadership to the team through performance management, coaching, and development to help us achieve our organizational goals.

A typical day will include…

• Managing performance of team members – driving for results through data analysis, observations/inspections, root-causing behaviors, behavior-based coaching, developing and executing improvement plans
• Owning escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps. Managing communication with professionalism and urgency to our client’s executive leadership, tactfully delivering difficult messages as needed
• Overseeing the daily operations of the Product Support team, ensuring that customer cases are handled promptly and effectively.  Proactively identifying & addressing concerns.
• Assisting with the execution of cross-functional projects and escalations, bringing creative solutions to the project goal, the problems observed, or the customer issue at hand
• Reinforcing organizational goals, updating, and executing against change initiatives to drive alignment and buy-in
• Hiring and developing exceptional talent who complement our existing team
• Carrying out quality assurance for your team to ensure we’re providing a consistent experience to our customers
• Some travel, weekend, before/after hours on-call rotation based on business needs

This role is a fit for you if…

• You have 3-5 years of experience in leadership, preferably in a customer experience-focused role in a SaaS-based company
• Enjoy working in a fast-paced, high-performance environment where the team will be asked to deliver continuous improvement
• You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
• You are a champion of change; socializing and enrolling others’ buy-in and support
• You are passionate about inspiring & motivating a team; creating an incredible employee experience, where every employee has a sense of belonging, a voice that is heard, and a clear path to success
• You have strong communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and cross-functional partners
• You have excellent problem-solving skills, with the ability to think critically and make data-driven decisions
• You can execute through ambiguity in a creative & strategic manner
• You exhibit a certain level of curiosity about how a problem occurred and you’re interested in seeking out a solution

Bonus Points for: 

• Staffing industry experience
• Experience in the SaaS industry or with cloud-based software solutions
• Proven track record of managing support teams and improving support processes
• Interest and/or understanding of AI

#LI-Mid

What we offer…

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program