Manager of Technical Services, Bevi
Office located in Charlestown, MA
Water dispenser for office and commercial spaces
Be an early applicant
Water dispenser for office and commercial spaces
201-500 employees
Be an early applicant
Office located in Charlestown, MA
201-500 employees
Company mission
Bevi is on a mission to unbottle the future.
Role
Who you are
- 5+ years of experience managing a Technical Services team, preferably in the technical space supporting hardware and software products
- Cross-functional collaboration and coaching mindset a must!
- Strong understanding of workforce management, call arrival patterns, and scheduling for optimal coverage
- Experience leading large meetings with executive management to review trends and actionable insights from Technical Services
- Proven track record of leveraging data to solve problems, save call time, reduce cost, and mitigate headcount as the business scales
- Strong command of G-suite, Office, and other presentation tools
- Experience with Zendesk, Netsuite, and Salesforce a plus
What the job involves
- We are seeking a hands-on and strategic Technical Services Manager to lead Bevi’s Tier 1 Support team, responsible for delivering a world-class experience to both end customers and partner technicians
- This role reports to the Sr Director of Technical Services, and will be responsible for being the front line for Bevi’s end customers and Partner Technicians, providing an outstanding customer experience along the way
- The Technical Services Manager will work closely with Product and Engineering teams to identify and prioritize targets for improvement
- The ideal candidate will embrace the Bevi core values, learning new skills, working across disciplines, and driving issues to resolution
- Lead and manage a team of 10+ Tier 1 Technical Service agents (remote and in-office, Charlestown, MA)
- Oversee daily operations, including staffing, escalations, complaint resolution, and performance management
- Monitor and report on KPIs; use data to identify trends, drive improvements, and optimize team performance
- Foster an engaged, solutions-oriented culture through strong leadership, coaching, and recognition
- Maintain expert knowledge of Bevi products and technology to support issue resolution and guide your team
- Design and improve customer-centric workflows to elevate the support experience
- Implement systems and procedures aligned with compliance and business goals
- Meet or exceed service SLAs, KPIs, and customer satisfaction targets
- Partner cross-functionally with Product, Engineering, and Quality to relay critical insights and drive product improvement
- Conduct performance reviews, coach agents, and manage development plans or disciplinary actions as needed
- Lead team meetings, represent the Voice of the Customer, and ensure coverage via schedule management
Our take
Americans buy billions of water bottles per year, the manufacture of which uses millions of barrels of crude oil. This alone causes significant damage to the environment, before even considering the carbon impact of delivery or the plastic waste produced. Bevi hopes to change this, with its smart beverage-dispensing machine that only requires a tap water source to function.
Bevi’s dispensers allow smartphone users to customize their drinks, check nutrition information and track the environmental impact of their usage. With the ability to carbonate beverages as well as flavor them with natural essences, and even some caffeine and electrolytes if one wishes, Bevi has created a versatile hydration system that caters to the modern consumer on both eco-conscious and personal taste levels.
This simple and effective hydration system has become popular across industries, with over 4000 companies including Volkswagen, Netflix and Google making use of Bevi machines. The company, though having to fight through some self-admittedly "frightening" times, has raised significant funding that will support its rapid growth and expansion into new verticals and products.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Aug 2022
$70m
SERIES D
Jan 2019
$35.5m
SERIES C
Total funding: $130.2m
Company benefits
- Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
- 401(k) with company match, and environmentally responsible investment options
- Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
- Generous fully paid parental leave for both birth parents and non-birth parents
- Fully employer paid disability and life insurances
- Wellness and fitness reimbursements
- Monthly stipends for cell phone use and commuting costs
- Onsite snacks and (of course) unlimited Bevi ... plus composting and terracycling, too
- Happy hours, pancake breakfasts, Hero awards - and more!
Company HQ
Medford Street / The Neck, Boston, MA
Leadership
Eliza Becton
(VP of Product)Eliza's background is in user-experience design at various startups, with end-to-end experiences from ideation to market research to prototyping. Eliza graduated from the Rhode Island School of Design (RISD) with a Masters in Industrial Design, and from Yale University with a BS in Mechanical Engineering.
Frank Lee
(Co-Founder)Frank has an MBA from MIT and bachelors in chemical engineering. They began their career at P&G in operations and then brand management. Frank went on to work at the agricultural technology start-up Driptech before co-founding Bevi.
Sean Grundy
(CEO)Previously, Sean has had 3 years experience managing environmental projects at Rare. They attended MIT Sloan School of Management for their MBA and Princeton for their undergraduate degree.
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