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Manager, Product Support

Foureyes
Published
June 21, 2022
Location
2035 NW Front Ave suite 300, Portland, Oregon
Job Type

Description

Overview

As the Manager, Product Support you are an integral part of the Foureyes Customer Success Leadership Team, managing the team that helps create a best-in-class experience for our customers.  You will directly manage a team of Product Support professionals who enable success with the Foureyes products by efficiently and effectively managing technical support tickets to resolution and answering how-to questions directly from our customers via email, phone and chat channels.  In this role you will partner closely with our Customer Success Management, Onboarding, Sales and Product teams to resolve and escalate issues while optimizing our customer’s experience with the Product Support Team.

Responsibilities:

  • Lead a team that currently has 6 Product Support team members
  • Coach Product Support team members on best practices for customer service and communication (internal and external)
  • Facilitate regular team meetings and weekly 1:1’s with the Product Support Team
  • Hire and onboard new Product Support team members
  • Track and report on performance metrics in alignment with department goals, including SLA’s like initial response time, time to resolution and customer satisfaction
  • Oversee the Foureyes ticketing process and proactively spot opportunities to improve workflows
  • Collaborate with other customer facing teams to deliver excellent customer feedback
  • Provide regular feedback to Product Support team members on ticket handling to ensure a consistent and excellent customer experience
  • Partner with Product and Engineering to appropriately prioritize escalated tickets and bugs, providing clear documentation around the customer impact
  • Manage and drive efficiency in the support ticket triage process
  • Partner with the Customer Experience Team to build how-to documentation in the Foureyes Knowledge base
  • Identify opportunities to improve internal processes and partner cross-functionally to implement changes
  • Support capacity planning for the Product Support Team
  • Work with the team to maintain, create and organize internal documentation related to troubleshooting technical issues
  • Become an expert on the Foureyes product suite

Qualifications

Knowledge, Skills & Abilities:

  • Exceptional verbal and written communication skills
  • Excellent organizational skills and attention to detail
  • Strong ability to manage a team in a fast-paced environment
  • Strong technical aptitude, ability to deeply understand a new product suite
  • Strong ability to lead team meetings and present data/results to upper management
  • Passion for coaching and developing team members
  • High degree of empathy with a willingness to hold people accountable
  • Outstanding time management, with a proven ability to meet deadlines
  • Ability to prioritize tasks and to delegate them as appropriate
  • Strong analytical problem solving, breaking down systems to their component parts and finding where an issue lies
  • Capability to prioritize tasks and to delegate them when appropriate
  • Ability to function well in a high-paced and at times stressful environment
  • Attention to detail. You spot the error or discrepancy that most people miss

Education and Experience:

  • 1+ years in a Product or Technical Support Team Leadership role
  • 2-3 years in a Product or Technical Support role
  • Proficient with Google Suite or related software
  • Experience working in Salesforce Lightning and Tableau
  • SaaS experience preferred

Working Conditions

Location: (Portland or remote)

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Use of hands and fingers to type.

Travel:

  • Little to none

Why Foureyes?

  • A commitment to providing a diverse, equitable and inclusive workplace
  • A team culture that prioritizes people over politics and forward-progress over egos
  • A creative, fast-paced, high growth environment
  • Competitive salary and health benefits
  • 401k matching, Student Loan Repayment matching
  • Commuter, Internet or Cell Phone subsidy
  • Generous PTO days - in addition to paid holidays
  • Heritage Days - two days to honor and celebrate your heritage, culture, or traditions that matter most to you - just tell us when!
  • Career growth and learning opportunities to add new skills to your resume

Diversity, Equity & Inclusion

At Foureyes, we believe your ability to build, think creatively, and solve problems is best accessed when you have the freedom to be yourself. Inclusion is not a nice-to-have; it is a must-have. The bedrock of an inclusive culture is our ability to celebrate and harness the unique perspectives our diversity provides in the building process. While an org structure exists to provide clarity around how ideas get communicated, we are all equal as coworkers, and we are committed to careful and continued introspection around how to best be an equitable, fair, and inclusive workplace that celebrates you for being you.

Equal Opportunity

As an Equal Opportunity Employer, Foureyes is dedicated to providing a diverse and inclusive workplace, which includes unbiased recruiting, hiring, and employment practices. Applicants and employees are treated with respect, and provided opportunities – free of discrimination of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital or parenting status.

Sponsorship

Foureyes is not currently sponsoring work visas for this role. Authorization to work in the U.S. is required to be considered.

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