Product Support Manager

We’re growing our team and seeking a driven Manager to lead a team of Product Support Specialists. This role’s primary responsibilities are to guide the team’s development, empower them to grow, and support their day-to-day activity. This role is responsible for ensuring that our customers efficiently receive the support they need to be successful, driving a high degree of customer satisfaction, ultimately enabling customers to stay with Podium long term!

What You Will Do:

• Hire, coach, and develop team members on delivering top results through soft skill, best practice, and product expertise execution
• Create and iterate on a culture of world-class performance, achievement, and customer impact and success
• Establish yourself as an expert resource on the Podium product, process improvement, and serve as an escalation point for customer issues or feedback
• Empower your team through one on one coaching and development, regularly providing actionable feedback and career development coaching
• Serve as guardian of the support operation through monitoring, forecasting, and driving accountability for team availability and staffing to ensure consistent customer coverage
• 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

How you will be measured:

• Your team’s performance on key metrics: customer satisfaction, case resolution and volume and overall customer impact
• Your individual contributions to furthering Podium’s relationship with customers through: 
• Ideating new initiatives, working cross functionally with other departments
• Finding/creating opportunities for org-wide people or process improvement 

Must Have:

• Experience leading a customer facing team in Product or Technical Support
• Bachelor’s or Master’s Degree in a Business, IT, Psychology, Arts & Humanity, or Communication major (or applicable work experience)
• Examples of leading high performing customer teams and working with team members to improve performance and achieve results
• An analytical and data-oriented approach to problem-solving with experience improving or driving more efficiency in processes
• An entrepreneurial mindset with the ability to thrive in an open and team-based environment with excellent teaching and communication skills

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
• Familiarity with modern web services, APIs and scripting languages 
• Customer-facing experience in a software or services company

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.