electric - Manager, Product Support
Requirements
• 3+ years of people management experience in customer or technical support • Customer-centric mindset with a genuine desire to help customers succeed • Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes • Strong leadership and communication skills to manage teams and communicate with stakeholders. • Operationally savvy and data-driven in decisions • Collaborative approach with experience working cross-functionally to achieve goals • Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies. • If the job is physically demanding, this should be stated in the job description. A physically demanding job is one where they are required to stand for extended periods of time, lift heavy objects on a regular basis, do repetitive tasks with few breaks, and so forth.
Responsibilities
• Hire, onboard, and ramp Support Specialists to productivity quickly • Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues • Run regular 1:1s, team meetings, and performance conversations with consistency and care • Coach individuals to team metrics and SLAs — celebrate wins, address gaps early • Build and deliver training programs that sharpen product knowledge and support skills • Serve as an escalation point for complex or sensitive customer issues • Analyze support data to identify trends and areas for improvement • Maintain up-to-date knowledge of company products and services • Collaborate with product development teams to address product issues and customer feedback • Create and maintain documentation for support procedures • Foster an inclusive, high-trust team culture where people feel supported to do their best work
Benefits
• Generous Parental Leave • Paid medical, family, and military leave • Short and Long Term Disability • Employee Assistance Programs • Life Insurance funded by Electric • Training and career growth • Awesome team building events! • We are headquartered in NYC, and have remote locations across 22 states. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones. • See below to see if you are eligible to work within the 22 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin. • Standard Working Hours: 9:00AM -6:00PM in your local timezone
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