Manager, Product Support

Summary

Join Jobber as a Manager, Product Support and empower a growing team within the Customer Success department. You will optimize team performance, drive results, collaborate with other departments, and foster a customer-centric support environment. The role involves managing a team of 6+ individuals, ensuring high customer satisfaction, and collaborating with Sales, Product, and Marketing teams. You will also drive feedback loops, communicate effectively with stakeholders, and optimize platforms and tools. The position requires 3+ years of customer success experience, people leadership experience, and a strong understanding of customer support methodologies. Jobber offers a competitive salary, equity rewards, health and wellness stipends, retirement savings matching, and an extended health package.

Requirements

• 3+ years of previous customer success experience working as a Product Specialist/Customer Success Representative/Onboarding Specialist in a high volume organization
• Previous people leadership or management experience
• A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
• A strong understanding of Zendesk/Intercom/excel spreadsheets or a combination, 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
• 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

Responsibilities

• Manage an initial team of 6+ 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
• 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 shit!

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family