Manager, Product Support

What You'll Do

• Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
• Establish quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources
• Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
• Gather results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer
• Work collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings
• Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
• Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

What You’ll Bring

• 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment
• Expertise in customer service operations, processes, and infrastructure in support
• Experience in addressing customer needs by leveraging AI tools
• Ability to gain a deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction
• Experience successfully recruiting, building, training, and promoting world-class teammates
• Excellent collaboration skills and team focus
• Zendesk experience is a plus

Why You'll Love Working With Us

• Competitive base salaries that reflect your value
• Generous Paid Time Off
• Support for every stage of life
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage
• Prioritizing your mental health: free, confidential counseling through BetterHelp
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Wellness on your terms: up to $60/month toward fitness, mental health, or anything that helps you feel your best
• After one year of employment, a $300 home office setup bonus
• Support for continuing education