Manager of Product Support, Teachable

• Familiarity with support for complex platforms and passion for service-oriented work is a must
• In this position, you’ll operate as a player-coach where you lead your team, but also are endlessly curious about process innovation and improvement
• You won’t shy away from getting dirty in our systems, gaining firsthand insights to better support your team and drive operational excellence
• 5+ years in customer service in a SaaS environment, ideally a complicated platform: You’ve worked in a customer-facing role, ensuring high-quality service delivery and maintaining customer satisfaction
• 3+ years in a leadership role within customer support: You’ve managed, led, developed, coached and built teams to best support business and customer needs
• Adaptability: You excel at finding creative, effective solutions as things change. Fast paced environments excite you
• Performance: A strong reputation of measuring, achieving and exceeding KPIs for a high-performing team
• Partnership: A history of successful collaboration with Success, Marketing, and Tech teams
• Communication: Whether it’s documentation, a slack to your reports or brainstorming sessions with leadership - you are able to listen and communicate clearly regardless of who, what or the medium
• Strategic thinking: From data analytics, to strategy that informs pain points and business goals - thinking creatively and strategically comes easily
• This role is only open to candidates who are available to commute to the NY metro area

Desirable

• The Teachable Product Support team is a diverse range of professionals from the U.S., Brazil, and various other locations around the world
• With a wide range of expertise, they offer exceptional support to Teachable’s customers through multiple evolving channels
• As Manager, Product Support, you’ll lead a team of knowledgeable and dedicated support specialists in their work to support and grow our creators’ businesses while maintaining performance KPIs
• You’ll help deliver a vision of what product support should be at Teachable, which serves as a competitive advantage supporting subscriber growth and retention and represents our brand in customer support interactions
• This role reports to the Head of Product and involves close collaboration with cross-functional teams, including Product, Engineering, Customer Success, and Marketing
• You'll work with teams across the U.S., Brazil, and other global locations in a hybrid capacity based in New York City
• Lead the development and execution of a product support strategy that supports company objectives and drives continuous improvement in service delivery
• Own and optimize all aspects of automated resolution and human support, including queue segmentation and prioritization, to streamline customer interactions and ensure efficient issue resolution
• Strive to not only meet but exceed performance KPIs (first contact resolution, average resolution time, CSAT), while prioritizing quality in every customer interaction
• Evaluate and manage support team leaders, helping to build a culture of performance excellence and create an environment where team members are proud of their contributions and fulfilled in their work
• Lead, mentor and coach a dispersed support team to deliver exceptional customer interactions primarily through chat, email and ticket-based systems
• Drive cross-functional collaboration with Product, Engineering, and Marketing teams to align on product releases, and coordinate incident response. You will enable successful Go-To-Market strategies that directly impact our creators, while leading the team in responding to escalations and high-priority incidents
• Be the voice of the customer and product support team by representing customer experiences across the company, and being one of the biggest culture carriers of our company value “Focus on Customers.”
• Act as a positive change agent, ensuring our teams are focused on our company priorities and goals, and are motivated to achieve them
• Effectively utilize our support tools, including Zendesk, Intercom, Jira, Slack, and Sigma, to streamline customer interactions and optimize support processes