Product Support Manager

🕒 il y a 9 jours

🌵 Arizona, California, +19 états de plus – Distant

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🦞 Maine – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

💵 $100 000 - $125 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Electric

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2016

☁️ SaaS

💰 €23 400 000 Series D en 2022-03

IT Services • Tech Support • SaaS

Electric est un fournisseur complet de solutions informatiques conçu pour simplifier et sécuriser les besoins technologiques des entreprises, notamment des petites et moyennes entreprises. Il offre une plateforme qui intègre divers aspects de la gestion informatique, y compris la gestion des appareils, la cybersécurité et l'approvisionnement en logiciels, le tout dans un hub centralisé. En mettant l'accent sur l'automatisation et la convivialité, Electric permet aux organisations d'améliorer leur productivité et de rationaliser leurs opérations informatiques sans nécessiter de compétences techniques étendues.

Description

• Hire, onboard, and ramp Support Specialists to productivity quickly • Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues • Run regular 1:1s, team meetings, and performance conversations with consistency and care • Coach individuals to team metrics and SLAs — celebrate wins, address gaps early • Build and deliver training programs that sharpen product knowledge and support skills • Serve as an escalation point for complex or sensitive customer issues • Analyze support data to identify trends and areas for improvement • Maintain up-to-date knowledge of company products and services • Collaborate with product development teams to address product issues and customer feedback • Create and maintain documentation for support procedures • Foster an inclusive, high-trust team culture where people feel supported to do their best work

🎯 Exigences

• 3+ years of people management experience in customer or technical support • Customer-centric mindset with a genuine desire to help customers succeed • Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes • Strong leadership and communication skills to manage teams and communicate with stakeholders. • Operationally savvy and data-driven in decisions • Collaborative approach with experience working cross-functionally to achieve goals • Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies.

🏖️ Avantages

• Flexible and generous PTO • Mental Wellness Days • Volunteer Days • Medical, Vision, Dental, and Orthodontia Coverage • 401k • Monthly WFH Stipend • ESOP (Employee Stock Option Program) • Kindbody Membership for Family Planning • Pre-taxed Commuter Benefits • Generous Parental Leave • Paid medical, family, and military leave • Short and Long Term Disability • Employee Assistance Programs • Life Insurance funded by Electric • Training and career growth • Awesome team building events!