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Team Manager, Product Support (Remote)
Posted 12 days agoInactiveViewed
💎 Seniority level: Manager, 5+ years
💸 Salary: 104000.0 - 187000.0 USD per year
🔍 Industry: Software Development
🏢 Company: Squarespace👥 1001-5000💰 Post-IPO Secondary over 1 year agoDeveloper ToolsPublishingE-Commerce PlatformsWeb DesignSoftware
🗣️ Languages: English
⏳ Experience: 5+ years
Requirements:
- 5+ years of people management experience, exhibiting leadership that inspires the team
- Familiarity with domains, website hosting, and related internet infrastructure is a strong advantage
- Comfortable building relationships with Product, Engineering and Design leadership
- A skilled communicator with the ability to explain technical issues both internally to colleagues and externally to customers as needed
- Experience in running programs, implementing iterative workflow improvements and project management, especially using Jira
- Comfortable with navigating and overseeing change management as needed
- Experience analyzing customer support volume while exhibiting a general understanding of data analysis
- Not afraid to step in and directly support your team with a hands on approach
- You enjoy knowledge sharing, team collaboration, teaching and learning from others
- You proactively identify opportunities for improvement and initiate steps to problem solve
Responsibilities:
- Oversee a subset of the global PSL group to ensure Product Support strategies are consistent across the organization
- Oversee the daily activities of the Product Support Leads, including monitoring product launches, customer reported bugs and ensuring customer pain points are surfaced with relevant Product and Engineering leaders within targeted timelines
- Lead global team meetings on a monthly basis to ensure the team stays aligned and that the team is informed of department and company projects
- Work with Customer Operations leadership to evaluate impact, plan, and prioritize our product support strategy
- Partner with Product, Engineering and Design leadership to ensure our processes for managing product launches and reporting customer pain points and bugs are efficient and foster a feedback loop between the different departments
- Report on team performance, ensuring team members are productive, participate in annual headcount planning, and manage the hiring and onboarding process end to end
- Coach their direct reports' performance and assist in their team's career development
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