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Posit PBC · 2 days ago

Manager, Customer Support

United States

Full-time

Remote

Mid, Senior Level

$133K/yr - $175K/yr

Posit is a company focused on enhancing customer experience through its Customer Support team. The Manager, Customer Support will lead the team to improve support processes, foster collaboration, and ensure customer satisfaction through effective management and guidance.

ConsultingInformation TechnologySoftwareWeb Development

Growth Opportunities

Responsibilities

Guide day-to-day support functions

Coach engineers on their career development

Improve Support processes for the benefit of the customer and the team

Foster a collaborative and open team culture

Increase automation and deflection based on analysis of tickets

Monitor and improve KPIs

Facilitate knowledge sharing and training

Setting direction for the entire team and fostering a culture of psychological safety, technical excellence, and continuous improvement

Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements, and sharing knowledge across the team

Communicating with other teams across the company to ensure they are aware of what Support is doing and planning, and vice versa

Qualification

Global Support managementSelf-Service strategiesAI solutions in SupportCross-functional communicationCustomer experience focusCoaching engineersImproving Support processesFostering team cultureMonitoring KPIsFacilitating knowledge sharing

Required

Proven experience managing a Global Support organization

Good understanding of Self-Service strategies and their implementation

Experience with AI solutions in Support‘s daily activities and processes

Customer experience-focused

Experience in cross-functional work and communication, focusing on improving customer experience and product quality

Benefits

100% of medical, dental, and vision insurance premiums are covered for employees and their families!

Fertility and gender-affirming healthcare is included in all of our plans.

Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.

Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.

All full-time employees are eligible for 401k enrollment starting on day one.

After six months of employment, Posit provides a substantial yearly match to employee 401K contributions.

An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.

We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.

Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support.

We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.