Product Support Manager

🕒 June 2

🌵 Arizona, California, +19 more states – Remote

🌵 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

💵 $100k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Electric

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

☁️ SaaS

💰 $23.4M Series D on 2022-03

IT Services • Tech Support • SaaS

Electric is a company that offers comprehensive IT management and support services. It provides a platform called the Electric IT Hub, which helps companies manage their IT environments with confidence and resolve IT support requests efficiently. Electric also offers services related to employee onboarding and termination, device management, and hardware services including procurement and shipping. In addition, Electric supports security controls and compliance, and integrates with third-party services to enhance its offerings.

📋 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

🎯 Requirements

• 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.

🏖️ Benefits

• 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!