Product Support Manager, SmartSense (Lehi, UT - Hybrid)
About The Position
Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT. What We Offer A fun, fast paced team that turns data into valuable information Opportunity to work with market leaders in the healthcare/pharmacy, food service and transportation industries
Requirements
- Proactive and customer-focused leader with a passion for operational excellence.
- Proven experience managing front-line (Tier 1) support operations
- Data-driven mindset with a track record of improving KPIs like answer rate, response time, and CSAT
- The ability to motivate and coach a team while keeping moral high during busy times
Nice To Haves
- 3-5 years experience in customer or product support role, with at least 1-2 years in a product management position
- Strong analytical skills with experience monitoring and experience monitoring and improving KPI performance
- Hands on experience with tools such as NetSuite, Salesforce, JIRA and Zendesk
- Proven success managing Tier 1 or high-volume support operations
Responsibilities
- Manage and mentor the tier 1 Product Support team to ensure consistent, high-quality service delivery
- Oversee daily queue management to maintain target KPIs
- Develop staffing plans and schedules to meet coverage needs and handle peak volume efficiently
- Monitor and manage customer escalations ensuring timely and empathetic resolutions
- Conduct regular coaching, feedback sessions and performance reviews
- Analyze support metrics and customer feedback to identify trends and recommend improvements
- Implement best practices to enhance operational efficiency and consistency
Benefits
- short-term incentive program
- new hire stock award
- paid parental leave
- open (uncapped) PTO
- hybrid work environment
- competitive medical, health & wellbeing and compensation offerings
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Merchant Wholesalers, Durable Goods
Education Level
No Education Listed
Number of Employees
501-1,000 employees
