Director, Product Support

🕒 April 21

🏢🏡 Chicago – Hybrid

💵 $76k - $94.9k / year

⏰ Full Time

🔴 Lead

👔 Director

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Braven

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🤝 Non-profit

🌍 Social Impact

💰 $1M Grant on 2022-10

Education • Non-profit • Social Impact

Braven is a nonprofit organization focused on empowering underrepresented young people, including first-generation college students and those from low-income backgrounds, with the skills, confidence, experiences, and networks they need to transition from college to strong first jobs and meaningful careers. Braven partners with higher education and employers to provide a career-accelerating experience through a semester-long course and ongoing support until graduation. Their mission is to bridge the opportunity gap and ensure economic mobility for promising youths throughout the United States.

📋 Description

• Oversee and enhance the user experience of our technology products for internal and external stakeholders (50%) • Supervise the daily operations of Braven Programming’s customer support, including overseeing the support ticketing process and ensuring timely and user-centered resolution of issues across all systems. • Support and improve escalation policies and procedures relating to the experience of users who engage with Braven’s products. • Oversee the planning and execution of product training required for both users and support staff • Ensure comprehensive support documentation and resources for technology products and processes. • Collaborate with system owners, IT teams, and other stakeholders to escalate and resolve complex technical problems. • Manage a team dedicated to addressing and resolving any problems users may encounter with a product (20%) • Manage, mentor, and support a team of 4 system administrators who oversee critical tech systems. • Ensure clear prioritization and division of labor across teammates, both weekly and quarterly. • Ensure that the Product Support Team has clear communication and meeting structures that enable strong collaboration and alignment across the various workstreams the team supports. • Ensure the team is equipped to handle incoming support requests, resolve technical issues, and provide high-quality system support. • Oversee team performance and implement professional development plans to grow technical and problem-solving skills. • Maintain a strong Product Support Team culture. • Identify recurring issues, gauge the effectiveness of solutions, and continuously improve the overall support strategy (15%) • Review ticket trends in Jira Service Management to inform product development processes and training, as well as the Product Support team's development needs. • Define and monitor key performance indicators for our digital products. • Incorporate user feedback and user-centric design principles into product development. • Collaborate with internal product users (Regional teammates) through regular touchpoints to surface user needs and gauge the effectiveness of product development solutions. • Serve as a critical contributor to product development projects at Braven (10%) • Serve as a project contributor on scrum teams, focused on supporting new features or product launches with testing, quality assurance, training, documentation, and support. • Collaborate with Product teammates as well as our Systems team to shape, support, and test changes to our systems. • Serve as a project consultant for other Braven projects needing Product Support capacity, supporting user story drafting and clarity, prioritization, and directly contributing to work as needed. • Other duties as assigned. (5%)

🎯 Requirements

• Bachelor’s Degree • 5+ years of Customer Experience or Product Management experience in a technical support context • 5-7 years of demonstrated excellence in customer service, customer success, and/or help desk support, as well as in project, program, or event management • Demonstrated success in managing a team of technical support specialists, administrators, or similar roles • Proficiency in Google Suite, Slack, Zoom • Proficiency in Atlassian Products, including Jira Service Management, Confluence, and Jira Work Management • Proficiency in Salesforce, Excel, Tableau, Canvas (or another Learning Management System) • Experience with Form Assembly, Campaign Monitor, Mogli • Strong understanding of system administration, ticketing processes, and user support best practices. • Proven ability to develop training materials and empower non-technical users. • Skilled at identifying recurring issues, improving processes, and implementing system enhancements. • Exceptional problem-solving, communication, and collaboration skills. • Exemplification of Braven’s core values. • Experience that has informed your belief in Braven’s mission and has prepared you to work with, or for, Braven’s student Fellow population.

🏖️ Benefits

• Unlimited vacation time in addition to org-wide holidays and week-long shutdowns in July and the end of the calendar year (this is a minimum of 19 days per year) • Braven supports your path to parenthood and beyond with $25,000 in lifetime Carrot benefits for fertility, family-building, and hormonal health • Match of your 401K contribution up to 5% of your base annual salary, starting your first full month • Coverage of 85% of health insurance premium for employee and dependents • 12 weeks of paid parental leave • A one-month paid sabbatical after 4 years on staff