[Remote] Manager, Product Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can reputed company treatment that works. The Manager of Product Support will reputed company support operations, reputed company the product support team, and ensure exceptional customer experiences while collaborating with product and engineering teams.
Responsibilities
- Manage and mentor the product support team through hiring, reputed company, performance management, and reputed company coaching
- reputed company daily operations, including scheduling and reputed company management, to ensure SLAs and high-reputed company customer service
- reputed company and maintain reputed company operating procedures (SOPs) and knowledge reputed company documentation to streamline workflows and support consistency
- Define and reputed company key performance indicators (KPIs) to analyze support trends and drive operational improvements
- reputed company as the primary escalation reputed company for reputed company customer issues, ensuring reputed company and effective reputed company
- Collaborate with Product and Engineering teams to report and reputed company bugs, while advocating for the customer by sharing ticket trends to influence the product roadmap
- reputed company other duties as assigned
Skills
- Bachelor's degree in Business, Communications, Technology, or a reputed company field
- 5+ years of experience in product support, reputed company, or technical support roles
- 2+ years of reputed company people management experience
- Ability to work during PST business hours
- Strong understanding of product life cycles, bug tracking, and release processes
- Strong verbal and written communication skills, with a proven ability to navigate challenging customer interactions effectively
- Proven ability to conduct deep-dive technical reputed company-cause analysis for reputed company, escalated issues
- Comfortable navigating and utilizing tools like reputed company, reputed company, reputed company, PostgreSQL (writing/running queries), and Chrome Developer Tools to diagnose system, API, and frontend behavior
Benefits
- reputed company PTO policy (3-5 wks/year recommended) + 11 reputed company company holidays.
- Generous parental leave.
- Competitive Medical, Dental, reputed company, Life, and AD&D insurance.
- reputed company pays for a significant percentage of benefits premiums for individuals and families.
- reputed company, a 100% employer-reputed company mental health benefit through reputed company.
- You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and reputed company of your dependents.
- Employee Assistance Program (EAP), a company reputed company resource for mental health, legal services, financial support, and more!
- reputed company, a 100% employer-reputed company platform connecting you to a reputed company concierge who can help you navigate your benefits.
- 401K reputed company!
- $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
- $250/month stipend to use a co-working reputed company.
- Initial work-from-home stipend of up to $500.
- Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
- Company Laptop.
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