Team Manager, Workiva

• Undergraduate Degree or equivalent combination of education and experience in a related field
• At least 5 years of technical support experience in a related industry

Desirable

• The Team Manager leads and develops a team of Product Support Engineers, ensuring exceptional customer support across Filing, Reporting, XBRL, and Sustainability areas
• This role focuses on effective team management, providing regular performance feedback, driving process improvements, and strategically aligning team objectives with Workiva's broader goals
• Manage Product Support Engineers in Filing, Reporting, XBRL, and Sustainability, ensuring high-quality output and effective operation
• Provide regular, timely feedback to team members through 1:1 and team meetings, keeping them informed of product updates and issues
• Mentor and coach team members to optimize performance and development
• Identify and develop high-potential team members for future Team Lead roles and Senior roles by assigning projects and stretch assignments where appropriate
• Conduct performance reviews and assess team member readiness for promotion, improvement, or role changes
• Maintain appropriate staffing coverage for customer support channels (email, phone, chat)
• Resolve interpersonal conflicts and resource issues
• Drive continuous process improvements to enhance quality and efficiency
• Serve as the escalation point for the team, especially for personnel or customer-impacting issues
• Foster a positive team culture aligned with Workiva Values and Principles, driving employee engagement
• Accountable for key projects and initiatives that drive team effectiveness and supports our ability to scale