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Product Support Manager

Company: Podium
Location: Lehi
Posted on: June 6, 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
  • Be definitive expert on processes
  • 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

Benefits:

  • 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)
  • Great medical, dental, vision benefits
  • 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
  • Swag

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

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