Job Description
Where we work
Ontra’s hybrid workplace allows for employees to choose their own adventure: remote, in-office, or a blend of both!
Available remote locations: United States (AZ, CA, CO, CT, FL, GA, IL, MA, MD, MN, NC, NJ, NV, NY, OR, PA, TN, TX, UT, VA, WA), Hong Kong, Singapore, United Kingdom.
Current offices: Austin, Chicago, London, New York City, San Francisco.
Please note that we currently hire exclusively in the remote and office locations listed above and select jobs may have more specific location requirements.
For this job we are currently only hiring candidates based in the United States.
About the opportunity
Ontra is seeking a Senior Manager, Product Support reporting to our Director of Product on our R&D team.
The role is a great opportunity for a hands-on team leader looking to transform a Product Support team. The Senior Manager, Product Support will not only lead a team of 6+, but will be responsible for providing a superior support experience for Ontra’s customers and legal partners. You will work to define customer support responsibilities, optimize existing support processes and define a support strategy for our expanding multi-product suite. A customer-first mindset and superb organizational skills are critical to the success of this role. Â
If you are a hands-on leader, looking to transform product support we’d love to get to know you!
What you’ll do
- Lead: Manage and develop a team of technical product support engineers responsible for ensuring a high-quality customer experience as our company scales at a fast pace
- Analyze and optimize: Transform product support and operational processes including ticket flow and assignment, escalation procedures, new feature rollout procedures, SLAs and other operational metrics related to our customer satisfaction goals
- Define: Create a multi-product customer support strategy encompassing all aspects of customer support including support processes, self-service tools and knowledge centerÂ
- Drive Success: Identify and manage key performance metrics to propel success and customer delight
- Partner: Establish a close and synchronized partnership with Product, Engineering, Sales, and Account Management teams to best address and support customer issues
- Advocate: Be a voice for our customers by providing actionable feedback to the product development team
What you’ll bring
- Leadership Experience: 5+ years of experience in leading product support teams of 4+ and driving cross-functional initiatives that deliver company-wide impact
- Project management skills: Ability to manage go-live programs related to operational roll out to cross-functional teams, end users and customers
- Proactive and agile: Ability to operate with low levels of oversight; A fast-mover who quickly figures out what’s working and what’s not and collaborates with the right stakeholders in order to innovate upon processes and products
- Industry knowledge: Deep understanding of SaaS product support and operational models; private markets, asset management, and/or private equity a plusÂ
- Strategic & analytical skills: Ability to use data and analytics to develop a deep understanding of our customer support trends and process improvement areas
- Teamwork: Ability to communicate with and partner closely across multiple Ontra teams including Engineering, Product, Account Management, and Sales to achieve company-wide goalsÂ
About Ontra
Ontra, the global leader in Contract Automation and Intelligence, combines AI-enabled software with a global network of highly-trained lawyers to offer a comprehensive solution for recurring legal workflows. By streamlining repetitive legal processes and transforming contracts into structured data, Ontra lowers costs, improves quality, and reduces turnaround times. Ontra is headquartered in San Francisco, with global operations across North America, Europe, and Asia. Learn more at www.ontra.ai.
Our benefits
- Opportunity to participate in one of Ontra’s unit-based compensation programsÂ
- Medical, dental, and vision insurance base plans at no additional cost
- Employer-sponsored retirement plans
- Hybrid/remote work flexibility & WFH budget (equivalent of $1K USD)
- Annual professional development stipend (equivalent of $2K USD)
- 4 months of parental leave (52 weeks for UK employees)
- Unlimited vacation
- Twice-weekly lunch perk
- And much more!
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Pay transparency
Ontra publishes salary ranges on our salary board here: http://bit.ly/3UjAOE3, which currently includes estimated annual cash salary ranges for candidates based in Colorado and New York City, in accordance with applicable laws and regulations.
Ontra leverages current market data to determine compensation, so posted figures are subject to change as new market data becomes available.
Ontra factors in your location when benchmarking compensation for most roles. If you are not located in Colorado or New York City and have been selected to participate in our interview process, we encourage you to speak with your recruiter about compensation for the role during an initial conversation.
In addition to cash salary, the total compensation package Ontra offers includes unit-based compensation (if applicable). Certain roles in our sales and account management departments may also be eligible to receive variable compensation or commission.
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
#LI-Remote
Date Posted
03/02/2023
Views
40
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