Jobber · 1 day ago
Manager, Product Support
United States
Full-time
Remote
Mid, Senior Level
$88K/yr - $119K/yrJobber is a company dedicated to empowering small businesses to succeed. They are seeking a Manager, Product Support to lead a team within their Customer Success department, focusing on enhancing customer experience and optimizing support processes.
MobileSaaSSmall and Medium BusinessesTask Management
Responsibilities
Manage an initial team of 6-9 individuals and optimize results through effective performance management planning which includes (but not limited to) 1:1’s, “real-time” coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there
Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores
Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives
Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy
Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected
To be comfortable and adaptive in an agile fast-paced environment You need to be invigorated by this type of environment, and be excited by a new challenge
Strive for execution excellence through the optimization of our platforms/tools
Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member
Recruit, onboard and optimize success training to reduce ramp-up time for new hires
Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!
Qualification
Required
Previous experience working in a customer support function, in a high volume organization
Strong previous people leadership or management experience in a support function
Experience managing a support team within a high volume, call centre environment
A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
A strong understanding of Service Cloud/Zendesk/Intercom/excel spreadsheets or anything similar, and any other methodology of getting the data you need to be successful
To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution
Next level communication and relationship building abilities. We move fast, which means you'll need to build a high degree of trust with peers and key stakeholders
Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts
An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful
Benefits
Equity rewards
Annual stipends for health and wellness
Retirement savings matching
Extended health package with fully paid premiums for body and mind
Dedicated Talent Development team
Access to coaching, learning, and leadership programs
Company
Jobber
Jobber is cloud software that helps mobile service businesses organize their scheduling, invoicing, CRM, and team management.
Founded in 2011
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$183.46MKey Investors
General AtlanticSummit PartnersOMERS Ventures
2023-02-07Series D· $100M
2021-01-12Series C· $59.81M
2018-01-01Series B· $16M
Leadership Team
Sam Pillar
Founder & CEO
Forrest Zeisler
Co-Founder and CTO
Recent News
2025-12-15
Tech Funding News
2025-11-05
Company data provided by crunchbase