Manager, Product Support

Reporting to the Senior Director, Customer Success, the Manager, Product Support empowers a rapidly growing team and directly impacts the development of processes as we continue to scale. You'll be a strong voice for our customers, improving our customer experience, and establishing coaching techniques in a high volume customer support environment. Lead by example by becoming an expert in our product and creating an environment that thrives on feedback and continuous improvement. Manage an initial team of 6+ individuals and optimize results through effective performance management planning which includes 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.