Manager, Product Support
New
E
ElectricIT Support Software
Remote locations across 22 states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin, 9:00AM -6:00PM in your local timezoneFull-TimeManager
Salary100,000 - 125,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- LeadershipSQLData AnalysisPeople ManagementRESTful APIsTroubleshootingTechnical supportCustomer support
Requirements
- 3+ years of people management experience in customer or technical support
- Ability to lead with empathy and manage team performance to metrics
- Strong leadership
- Communication
- Data-driven decision-making skills
- Proficiency in technical product troubleshooting and experience with SQL or APIs is a plus.
Responsibilities
- Lead and build the Product Support team
- Hire
- Onboard
- Coach Support Specialists to meet performance metrics and SLAs
- Troubleshoot customer issues
- Serve as an escalation point
- Analyze support data to identify trends
- Collaborate with product teams and maintain support documentation.
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