Manager, Customer Support

📋 Description

• Lead and grow a team of technical support specialists through 1:1s, mentorship, and Quarterly
• Own a set of OKRs and manage the team to those OKRs, feeding into company priorities
• Drive quality through ticket reviews, co-working tickets, recorded walkthroughs, documented
• Serve as point of escalation for client stakeholders and join client calls/site visits when needed
• Partner with onboarding, sales, and account management on client needs and triage engineering
• Share ownership of 24/7 support, intake, and events coverage, collaborating with BPO partners

🎯 Requirements

• 3+ years leading a team that resolves customer or end-user technical issues (customer support
• 2+ years as a direct people manager (hiring, 1:1s, performance conversations)
• Experience running escalations directly with client stakeholders, including senior contacts

🎁 Benefits

• Hybrid/Remote working arrangements
• Robust benefits offerings, including 401(k) plan with match
• Flexible PTO
• Values and mission-based ethos
• Fun, energetic environment with an incredible culture