Product Support Manager, Passion.io
No-code app builder
Job no longer available
No-code app builder
101-200 employees
Job no longer available
101-200 employees
Company mission
To empower creators, teachers, and entrepreneurs to make the world a more confident and passionate place.
Role
Who you are
- 4+ years’ experience leading a support team consisting of 10+ people
- Experience working with a team based in PHL
- 2+ years’ SaaS Direct experience
- Leading globally distributed remote teams
- OKR framework experience
- Experience building or leading automations (e.g. chatbot)
- Experience maintaining external and internal Knowledge Bases
- Hands-on experience setting up and/or managing a Support platform (triggers, automations, macros etc.)
- You are data led/driven
- Strong leadership/collaboration
- Positive Problem solving abilities
- Fluent in English
Desirable
- Experience with creator market
- Experience in Voice of Customer reporting
- Experience managing a significant sized online community
- Experience in the mobile app market
- Has set up a Support platform from scratch / lead migration between Support platforms
What the job involves
- We have an exciting opportunity for a Product Support Manager to join our team!
- Ensure Support KPI targets are met
- Serve as a POC for Support to other teams
- Ensure Support team has the right tools required
- Handle escalations
- Ensure the Support team is trained on required expertise areas
- Ensure the Support team is informed on any product changes
- Establish a high performing customer facing Help Center
- Establish high quality internal documentation for Support processes
- Establish the right leading metrics/KPIs to measure OKR and initiative progress against target
- Monitor team and individual performance results and data actively
- Collaborate across CS and other squads
Our take
The internet provides an invaluable platform for experts and educators to share their knowledge, in the form of training courses, workout videos, and other streamable content. However, creators usually resort to the convenience of hosting content through a third party, and with this comes limitations, restrictions, and hefty fees.
Passion.io provides a no-code online video content platform, enabling experts, course leaders, teachers, and instructors to design their own app with live streaming, push notifications, and interactive community functionalities. The platform's no-code framework enables users to customize and brand their digital experiences, without the need for coding knowledge or expensive assistance.
Whilst the company will face fierce competition from educational content platforms such as Skillshare and YouTube, Passion.io has been wise to recognize that content creators need bespoke and unrestricted solutions, without programming being involved. Through its no-code approach and unified suite of digital content tools, the company aims to increase accessibility to bespoke and interactive online experiences for both the creators and their audiences.
Steph
Company Specialist at Welcome to the Jungle
Insights
84% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2020
$2.8m
SERIES A
Jun 2020
$2.9m
SERIES A
Total funding: $6.5m
Company benefits
- 🌍 Remote-First - Work from anywhere in the world!
- ✈️ Global Gatherings - Meet the team in epic locations (Croatia, Portugal, Greece)
- 📈 Career Growth - Coaching, training, and conferences on us
- ⚡ Creative Freedom - Your ideas matter. Your work makes a real impact
- 🖥️ Tech Gear Budget - Get the setup you need to shine
- 🏝️ Time Off That Counts - 24 paid vacation days + 10 “Celebration Leave” days for the holidays you actually celebrate
- 👶 Paid Parental Leave - Because family first, always
Company HQ
Spring Branch West, Houston, TX
Leadership
Matthias Bellmann
(Co-Founder & CEO)Experience as Co-founder and Co-CEO of RegioJobs Europe from 2011 to 2015, and as Co-founder of kirondo GmbH from 2013 to 2015. CEO of Warp Internet since 2010.
Daniel Harvey
(Co-Founder & CRO)Sales Manager for In House Lettings Ltd. from 2014 to 2015. Head of Sales for Be Street Smart from 2015 to 2016.
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