Lead, Support Operations Excellence

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Skills you'll use

What you'll do

• Lead and develop the team
• Manage, coach, and grow a team of four Product Support Specialists, owning onboarding, performance, and career development. You’ll set direction and hold the quality of output for the team. Coach them to grow their scope and operate with independence.
• Set clear standards for what good looks like at each level, and give direct, specific, and frequent feedback against them.
• Represent the team's work, constraints, and priorities to leadership and to cross-functional partners.
• Partner with the Product Support Management team
• Serve as the primary point of contact between the PSS team and PSM, ensuring the issues your team surfaces arrive with the synthesis, evidence, and recommendation needed to act on them.
• Own the quality bar for what your team escalates into the PSM and engineering prioritization process.
• Ensure RCAs are completed, documented, socialized with the right stakeholders, and work with the PSM team to ensure they are translated into changes that prevent recurrence.
• Step in personally on the highest-stakes and most ambiguous problems, and partner with the PSM team to make the call when the path forward is unclear.
• Drive support health and operational excellence

Who can apply

• 8+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
• Direct people management experience, including ownership of performance and career development, with a track record of developing individuals and raising the collective performance of a team.
• A demonstrated track record of independent root cause analysis on complex technical issues, and the judgment to know when to go deep yourself and when to delegate.
• Experience owning incident response for high-severity issues, including coordinating cross-functional teams under time pressure.
• Breadth across multiple support domains, or clear evidence you can get up to speed on an unfamiliar one quickly.
• Excellent written communication. You can explain a nuanced technical failure to an engineer, to a frustrated user, and to leadership, and all three come away clearer.
• Strong cross-functional influence without authority.
• Comfort with ambiguity. You set direction for your team when the problem space is not yet well defined.
• Willingness to participate in on-call support when needed.
• A Leader: Your team does better work because of you, and that shows up in their output and their growth.

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