Product Support Manager

Responsibilities:

• Work closely with the VP Customer Success to build a scalable retention-driving support engine
• Handle all aspects of team management: recruiting, scheduling, coaching, performance reviews, and planning, while defining clear expectations and driving accountability & ownership
• Demonstrated experience leading projects, effectively delegating responsibilities, and leading highly engaged resources of varying experience/skillsets .
• Synthesize data to guide/support strategy and decisions
• Set goals (and participate in OKR planning), manage execution, and measure results
• Identify, recommend and implement process and system improvements to enhance customer experience across the customer lifecycle
• You will oversee the successful adherence of team KPI’s, objectives and goals, developing and maintaining scorecards and running metrics to ensure business objectives are achieved and learnings incorporated
• Collaborate with other departments to drive and implement positive changes in support of broader company initiatives

Requirements:

• 3 years managing multiple globally dispersed teams within SaaS Support that deliver exceptional customer experiences impacting retention.
• Experience leading onboarding, technical support, product support, retention teams.
• Strong analytical mindset and understanding of the key levers that influence retention
• Proven people leader who provides mentoring and coaching to ensure team members thrive and are highly engaged.
• Experienced driver of department and multi-team KPI’s, objectives and goals.
• Experience with Zendesk, Slack, Google Suite and other Support tools.
• Customer obsession: Love to interview and get in front of customers and stakeholders to understand pain points and opportunities.
• Quick learning of new platforms, acquiring functional knowledge quickly
• Track record of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
• Data backed decision maker
• You have excellent written and verbal communication, change and project management skills, and the ability to collaborate and present with all stakeholders and senior leadership
• You are ambitious and passionate about quality, and you set a high standard for yourself and your teams and know how to introduce it as a practice
• You are an extremely structured thinker with a passion for taking action & getting measurable results with a ‘win together and ‘lead with empathy’ mindset
• You have the Passion for excellence; not satisfied with the status quo and always thinking of ways to improve
• You are a passionate learner, motivating yourself and others to stimulate personal growth, development, and innovation