Team Manager, Product Support

📋 Description

• Establish and track Swarm/Pod/Agent goals and metrics with dashboards.
• Own team member results and insights in weekly/monthly/quarterly reviews.
• Provide Voice of Customer data to Prod/Eng and escalate needs.
• Execute Case QA and set action plans with the team.
• Coach and grow team members across Swarms and roles.
• Timesheet approval for hourly employees.

🎯 Requirements

• 4-year degree or equivalent experience.
• 4-5 years customer-facing team experience.
• Demonstrated people management and mentoring skills.
• Strong collaboration and ability to influence across levels.
• End-user empathy and a customer focus.
• Experience with JIRA and Zendesk (bug-tracking tools).
• Experience building reports from multiple data sources.
• Excellent written and verbal communication skills.