Manager, Customer Support

Posit

4d•Remote

About The Position

Posit’s Customer Support team is the primary point of contact for customers experiencing issues with Posit software. Because our products encompass both SaaS solutions and tools deployed by customers in their own local environments, our engineers support customers through a range of services, from billing questions to in-depth inquiries about Linux functionality. Regardless of the issue, we strive to transform a moment of frustration into a positive experience that impresses every customer with our kindness, empathy, and technical expertise. We seek a Manager, Customer Support to help us lead, guide, and improve our support experience. Working on this team will provide you with the opportunity to enhance customer experience, inform product improvements based on feedback from customer interactions, and lead a creative and collaborative team of talented support engineers.

Requirements

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

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.

Benefits

We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being.
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 are a 100% distributed team. You are also welcome to come into our Boston office.
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.