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Product Support Manager

Company: Podium Infotech
Location: Lehi
Posted on: June 5, 2021

Job Description:

Podium is a suite of messaging tools for local business. Using our platform, businesses of all sizes can connect with customers via text to do things like request payments, collect reviews, and sell products, in a modern, convenient way. Our work streamlining this process for local businesses has awarded us recognition on top industry lists, such as Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000 (#13), and Fast Company's World's Most Innovative Companies. For more about our product, watch this video . Podium has a positive, diverse, and supportive culture and was recently named one of Inc. Magazine's Best Workplaces for 2021 (4 years in a row). We look for people who are curious, creative and work to be a little better every day. In our work together we embody our values: Be a founder, Murder drama, and Enjoy the ride. Description: Podium is an Interaction Management platform that makes it simple for local businesses to conveniently connect with leads, customers, and their team. Our work streamlining this process for local business has awarded us recognition on top industry lists, such as Forbes' Next Billion-Dollar Startups, Forbes' Cloud 100, the Inc. 5000 (#13), and Fast Company's World's Most Innovative Companies " in the last year alone. For more about our product, watch this video. Podium has a positive, diverse, and supportive culture - we look for people who are curious, innovative, and work to be a little better every single day. In our work together we embody our values to be a founder, murder drama and enjoy the ride. Podium is building an extraordinary Product Support team to ensure our growing base of customers quickly achieves value using our products. We are seeking a Manager to lead a team of Product Support Specialists, guiding their development and supporting their day-to-day activity. The Manager's primary responsibilities are to serve the team and ensure that our customers efficiently receive the support they need to be successful, aligned with goals of overall customer satisfaction and maximized net retention. The Manager will coach new and existing team members on soft skills, best practices and product expertise to ensure team members effectively resolve customer issues, provide delightful interactions and meaningfully contribute to company strategic goals. In addition to team leadership, the ideal candidate will promote a world-class team culture of performance, expertise, ownership and family. The Product Support Manager will report directly to the Director of Customer Operations. What You Will Do: Coach, mentor new and existing team members on soft skills, best practices and product expertise Promote a culture of world-class performance, expertise and family Establish yourself as a Podium products expert and serve as a resource to your team in a technical capacity Serve as a point of escalation in customer issues or feedback Meet one-on-one with Product Support team members, regularly providing actionable feedback and career development planning Monitor, forecast channel volume against team availability & staffing to ensure appropriate customer coverage at all times Measure individual and team performance for coaching and continual improvement Develop smart, innovative solutions to continually drive efficiency while enhancing customer experience Embrace accountability and a tenacity for progress, ensuring this team and our services are strategic advantages in a competitive marketplace Must Have: Bachelor's or Master's Degree in a Business, IT, Psychology, Arts & Humanity, or Communication major (or applicable work experience) 2+ years of experience leading a team in Product or Technical Support Dynamic skillset to lead high-performing, customer teams with energy and charisma Customer-facing experience in a software or services company Excellent teaching and communication skills Experience and examples of coaching team members to performance improvement. A founder mentality with the ability to thrive in an open and team-based environment Analytical and data-oriented approach to problem-solving Demonstrated experience improving a process or making it more efficient Nice to have: Experience managing large teams and working with offshore groups Experience managing a high volume of tickets/cases Strong understanding of SalesForce - Service Cloud and support workflows References from previous team members or managers, citing leadership ability Familiarity with modern web services, APIs and scripting languages An open and transparent culture Awesome opportunities for career growth 401k with a competitive matching contribution plan Unlimited Vacation (yes, we want you to have a work-life balance) A stellar onsite gym with local professional coaches, morning and night classes offered Life insurance, long and short-term disability coverage Paid maternity and paternity leave Weekly free lunch, breakfast and delicious smoothies Do you now or will you in the future need sponsorship to work in the United States? -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Podium are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to: Autism Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS Blind or low vision Cancer Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or hard of hearing Depression or anxiety Diabetes Epilepsy Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome Intellectual disability Missing limbs or partially missing limbs Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS) Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Podium Infotech, Lehi , Product Support Manager, Other , Lehi, Utah

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