Manager, Technical Support

As a Manager of Technical Support, you will play a significant role in Performio providing world class support to our customers. You will be responsible for the management of all US customer technical support requests and issues. With our tried and tested onboarding process, you will soon become familiar with the Performio product and company.

You will draw on previous support management experience to lead the US Support team. You will be hands-on and get actively involved in the triage, investigation and resolution of customer issues. Working with your team you will ensure we meet our Support SLA’s and sustain our culture of continuous improvement.

You and your team will collaborate with other teams to ensure more complex requests are managed efficiently and will provide feedback to help improve product and solution knowledge. You will play a leading role in the evolution of our support systems and processes; helping to scale and mature our support teams as Performio continues to grow at a rapid pace.

About Performio:

We are a small, but mighty company offering incentive compensation management software (ICM) that regularly beats the legacy incumbents in our industry. How? Our people and our product.

Our people are highly-motivated and engaged professionals with a clear set of values and behaviors. We prove these values matter to us by living them each day. This makes Performio both a great place to work and a great company to do business with.

But a great team alone is not sufficient to win. We also have a great product that balances the flexibility that large companies need in a sales commission solution with the great user experience buyers have come to expect from modern software. We are the only company in our industry that can make this claim and the market has responded favorably. We have a global customer base across Australia, Asia, Europe, and the US in 25+ industries that includes many well-known companies like News Corp, Johnson & Johnson and Vodafone.

What you’ll be doing:

• Manage the monitoring, triage and resolution of all new Support requests submitted by customers using our Zendesk Support Portal.
• Ensure we are providing 1st line support for all Support requests.
• Investigate, reproduce and resolve Customer issues within the required Service Level Agreements.
• Ensure all who are working on cases provide clear and concise documentation of root causes and resolution. Use internal notes on all cases to provide historical knowledge.
• Ensure Support SLA’s for response and resolution times are met.
• Maintain our evolving knowledge base.
• Ensure Work Orders are escalated to the Professional Services team for proper scoping and assignment of the change work.
• Coordinate with Customer Success for any low CSAT scores.
• Build a Support team to include Support Engineers and Support Consultants
• Conduct Introduction to Support calls with Customer Success Manager for all clients after UAT approval

Requirements

What we’re looking for:

• Passion for customer service with a communication style that can be adapted to suit the audience.
• A problem solver with a range of troubleshooting methodologies.
• Support management experience for SaaS software company.
• Familiar with basic database concepts and spreadsheets
• 2+ years in a similar role
• Positive Attitude - optimistic, cares deeply about company and customers
• High Emotional IQ - shows empathy, listens when appropriate, creates healthy conversation dynamic
• Resourceful - has a "I'll figure it out" attitude if something they need doesn't exist

Bonus:

• Experience in the Sales Compensation industry
• Experience using Zendesk or other Support Portals
• Experience implementing SAAS Applications
• Intermediate knowledge of SQL programming language

Benefits

Why us?

We’re fast-growing, but still small enough for everyone to make a big impact (and have face time with the CEO). We genuinely care for our customers and we are passionate about solving our customers’ sales compensation challenges. Led by a strong set of company values, we play to win and are incentivized to succeed through our employee equity plan.

We’ve adapted well to the work from home lifestyle, and encourage flexible working arrangements. Some of our staff work full time from home, while others prefer working from one of our offices, or a combination of home and office.

Our values speak strongly to who we really are. They mean a lot to us, and we use them every day to make decisions, and of course to hire great people!

• Play to win - we focus on results, have a bias to action and finish what we start
• Paint a clear picture - we’re clear, concise and communicate appropriately
• Be curious - we surface alternative solutions and consistently expand our knowledge
• Work as one - we all pitch in but also hold each other to account
• Do the right thing - we put what’s right for our customers over our own ego

What You Will Receive:

Performio offers competitive salaries and a generous benefits package. You will receive an annual salary that is between the middle and high end of the market depending on your experience. You will also receive the following company benefits:

• Equity plan – all employees are also owners
  
• Unlimited paid vacation & paid company holidays
• Health, vision, and dental insurance
• Company-sponsored 401(k) program, company contributes 3% of your salary annually regardless of what you put in
• Laptop, mouse, keyboard, and monitor
• WeWork membership
• Free parking (at Irvine headquarters)

Don’t check every box in our job description? That’s ok! As the Harvard Business Review points out, research conducted by Hewlett Packard shows that men typically apply to jobs when they meet an average of 60% of the criteria, while women and those from marginalized groups tend to only apply when they feel they meet 100%. If you think you have what it takes, but don’t necessarily meet all of the requirements listed in the job description, please still reach out. We’d love to have a conversation to see if you could be a great fit!