Offshore Product Support Manager

Podium is building an extraordinary Product Support team to ensure our growing base of customers quickly achieves value using our products. We are seeking a Manager to lead a team of offshore Product Support Specialists, guiding their development and supporting their day-to-day activity. The Manager’s primary responsibilities are to serve the team and ensure that our customers efficiently receive the support they need to be successful, aligned with goals of overall customer satisfaction and maximized net retention. The Manager will coach new and existing team members on soft skills, best practices and product expertise to ensure team members effectively resolve customer issues, provide delightful interactions and meaningfully contribute to company strategic goals. In addition to team leadership, the ideal candidate will promote a world-class team culture of performance, expertise and ownership. 

What You Will Do:

• Coach, mentor new and existing team members on soft skills, best practices and product expertise
• Promote a culture of world-class performance and expertise 
• Establish yourself as a Podium products expert and serve as a resource to your team in a technical capacity
• Serve as a point of escalation in customer issues or feedback
• Be definitive expert on processes
• Meet one-on-one with Product Support team members, regularly providing actionable feedback and career development planning
• Monitor, forecast channel volume against team availability & staffing to ensure appropriate customer coverage at all times
• Measure individual and team performance for coaching and continual improvement
• Develop smart, innovative solutions to continually drive efficiency while enhancing customer experience
• Embrace accountability and a tenacity for progress, ensuring this team and our services are strategic advantages in a competitive marketplace

Must Have:

• Bachelor’s or Master’s Degree in a Business, IT, Psychology, Arts & Humanity, or Communication major (or applicable work experience)
• 2+ years of experience leading a team in Product or Technical Support
• Dynamic skillset to lead high-performing, customer teams with energy and charisma
• Customer-facing experience in a software or services company
• Excellent teaching and communication skills
• Experience and examples of coaching team members to improve performance
• A founder mentality with the ability to thrive in an open and team-based environment
• Analytical and data-oriented approach to problem-solving
• Demonstrated experience improving a process or making it more efficient

Nice to have:

• Experience managing large teams and working with offshore groups
• Experience managing a high volume of tickets/cases
• Strong understanding of SalesForce - Service Cloud and support workflows
• References from previous team members or managers, citing leadership ability
• Familiarity with modern web services, APIs and scripting languages 

BENEFITS

• Open and transparent culture - Checkout this video to see what it’s like to work at Podium 
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel 
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees
• Additional benefits for fully remote employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.