Manager of Product Support

At Ylopo we highly value our clients’ success and the Product Support team plays a major role in ensuring that success by providing exceptional service, collaborating across departments, and always looking out for ways we can improve our product and the clients’ experience. 

Candidates well-suited to this role will have a track record of leading and managing customer service, product support, technical support, or other client-facing teams. They will also be client-focused and understand how to provide exceptional service, both internally and externally within an organization. They will have excellent communication skills, both through email and over the phone and will have a clear track record of training and mentoring team members in a service environment. Candidates should have experience monitoring, tracking, and reporting on individuals’ progress, productivity, and goals while guiding the team to hit high-level customer support and client retention metrics and KPIs set by the company’s executives. 

Candidates do not have to have prior experience working at software or marketing companies, but should be tech savvy, have a healthy interest in new technologies, and should feel comfortable learning new software and teaching others how to use new technology or troubleshooting new software. Most importantly we’re looking for candidates who are results-oriented, quick-thinking, detailed, patient, positive, and thoughtful.

Ylopo’s rapid growth means that the work is fast paced and there’s never a dull moment.  We are a tightnight group and deeply care for each individual team member’s personal development and happiness at the company. Managers should be able to embrace and promote this culture of learning and growth, and should be enthusiastic about mentoring and developing team members. 

Qualifications:  

• Undergraduate degree preferred, but not required
• At least 2 years of experience leading a team of 10+ team members
• Professional manner and superior people skills
• Consistent work habits and strong work ethic
• Strong technical and organizational skills, strong attention to detail
• Ability to think logically and analytically in a problem-solving environment
• Be proactive and take initiative in all aspects of your work
• Ability to use sound judgment and problem solving skills to provide direction and guidance to the Product Support Team 
• Ability to create a positive work environment
• Experience using CRM, ticketing, e-learning, and knowledge base software such as Jira, Salesforce, Zendesk, Helpscout, Confluence, Hubspot, etc.

Responsibilities:

• Supervise Team Leads and some individual contributors and manage their activities to ensure prompt, courteous, and high-quality resolutions to client issues and inquiries resulting in a positive customer experience.
• Audit team members’ calls in order to maintain and develop superior team performance standards.
• Develop initiatives to improve company-wide client satisfaction metrics.
• Monitor and maintain superior customer engagement and knowledge of the Ylopo platform via available training and education resources.
• Monitor and ensure proper use of ticketing and various internal systems with a stewardship over accurate data entry yielding accurate and useful KPIs.
• Develop new and maintain existing KPIs and reports driving team performance.
• Develop and implement strategies to optimize the Ylopo customer experience while identifying process improvement opportunities to optimize team operations.
• Train and onboard new team members.
• Resolve client escalations.
• Provide direct hands-on support to VIP customers while balancing supervisory responsibilities.
• Distribute and monitor team member workloads and schedules.
• Evaluate team member performance against company standards; work with team members to achieve performance objectives and improve their skills, mentor and develop team members.
• Oversee documentation and dissemination of all department internal and external processes.

This position reports to the Senior Director, Client Success.  Some small amount of long distance travel may be required for training or meetings.

Compensation and full benefits include a starting salary in the $75-100K range.  Other benefits include medical, dental, and vision benefits; paid holidays, vacation, and sick days; ability to contribute to company 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.