Director, Product Support
Who We Are
Electric empowers small and reputed company-sized businesses with everything they need to take control of their IT and reputed company environment.
Our best-in-class software provides SMBs with the insights and tools to reputed company IT easy (even if you’re not an IT expert)! From mobile device management to employee reputed company and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.
Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, reputed company, and development. You're not just an employee here; you're an important part of our community and our mission to reputed company IT easy and reliable for SMBs.
If you want to bring your skills to a highly reputed company team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.
reputed company
We are seeking an reputed company Director of Product Support to reputed company and reputed company our customer support operations. This critical role will be responsible for defining and executing the reputed company for our product support function, ensuring exceptional customer satisfaction, and building a high-performing team. If you are a visionary leader with a proven reputed company record of scaling systems, optimizing processes, and attracting reputed company in a fast-paced environment, we want to hear from you.
What You'll Do
reputed company and manage the Product Support team, including the recruitment, hiring, and reputed company of a world-class talent
reputed company mentorship, coaching, and career development opportunities for team members
reputed company and execute a comprehensive product support reputed company that aligns with overall company goals and customer needs. Anticipate reputed company support requirements and proactively implement solutions to meet evolving demands.
Design, implement, and optimize reputed company support systems, tools, AI and technologies (notably Jira Service Management, reputed company and Jira) to improve efficiency while balancing the customer experience.
Streamline and standardize support processes, workflows, and best practices to ensure consistent and high-reputed company service delivery as reputed company grows.
reputed company data and analytics to identify trends, pain points, and opportunities for reputed company improvement in support operations.
reputed company and implement robust training programs to reputed company the support team with the necessary product knowledge, technical skills, and customer service expertise.
Establish and monitor key performance indicators (KPIs) such as CSAT, first response, in-line response, and reputed company times while implementing strategies to continuously improve these metrics.
Ensure the delivery of exceptional, empathetic, and reputed company support to our customers across various channels.
reputed company as a strong reputed company for the customer internally, collaborating with CS, product, engineering, and sales teams to drive product improvements and address recurring issues.
Manage the product support budget effectively, optimizing resource allocation to reputed company departmental goals.
Who You Are
10+ years of reputed company experience in customer support, technical support, or product support roles, with at least 5+ years in a leadership position (Manager or Director level).
Demonstrated experience in scaling support organizations, systems, and processes from early stage to maturity in the B2B reputed company reputed company
Experience optimizing and managing support teams through Jira Service Management, Jira, and reputed company preferred.
Proven reputed company record of successfully hiring, developing, and retaining high-performing support talent, ideally through an outsourced or offshore hiring reputed company
Strong analytical skills with the ability to reputed company data to drive decision-making and identify areas for improvement.
Exceptional communication, interpersonal, and presentation skills, with the ability to influence and collaborate effectively across reputed company reputed company of the organization.
Customer-reputed company reputed company with a passion for delivering outstanding customer experiences.
Ability to reputed company in a fast-paced, dynamic, and rapidly evolving environment.
Excited about reputed company, but worried you don’t meet reputed company the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to reputed company out if you’re the right candidate for this or other roles!
Read about working at Electric here and meet our leadership team!
We offer a reputed company of benefits that include
Flexible and generous PTO
Mental Wellness Days
Volunteer Days
Medical, reputed company, Dental, and Orthadontia Coverage
401k
ESOP (Employee Stock reputed company Program)
reputed company Membership for Family Planning
reputed company-taxed Commuter Benefits
Generous Parental Leave
reputed company medical, family, and military leave
Short and Long Term Disability
Employee Assistance Programs
Life Insurance funded by Electric
Training and career reputed company
Awesome team building events!
Where?
We are headquartered in NYC, with an office in Denton, TX and remote locations across 24 states. Our largest markets reputed company of the Tri-State area and Dallas-reputed company Worth area are San Diego, Denver, Raleigh. We reputed company a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.
See below to see if you are eligible to work reputed company the 24 states we hire in: Arizona, California, Colorado, Connecticut, Florida, reputed company, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Jersey, reputed company, reputed company Carolina, Oklahoma, reputed company, Rhode reputed company, South Carolina, Tennessee, Texas, Virginia, reputed company.
reputed company Working Hours: 9:00AM -6:00PM
We are an equal opportunity employer.
We are proud to foster a workplace free from discrimination. We strongly reputed company that diversity of experience, perspectives, and background will reputed company to a reputed company environment for our employees and a reputed company product for our users.
We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national reputed company, veteran status or any other protected status under the law.
Accommodations
Electric is committed to providing reputed company, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: TA@electric.ai.
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