Lead the Product Support team, including full-time and part-time associates, establishing SLAs, performance goals, and standards.
Monitor key support metrics like time to first assignment, resolution time, ticket volume, and partner satisfaction.
Own and optimize the Zendesk instance, including macros, triggers, views, automations, and workflows.

Cross-functional alignment & communication:

Regularly communicate support trends, ticket volume, resolution times, and emerging issues to stakeholders.
Partner closely with Customer Success, Data team managers, and Product to improve shared processes and workflows.

Bug management & maintenance triage:

Oversee the process for identifying, documenting, tracking, and communicating product bugs surfaced through support.
Lead Maintenance Triage meetings with Customer Success, Product, and Engineering, coordinating follow-up actions.

Major incident management & communications:

Own the escalation process for major product incidents, ensuring timely and accurate communication to internal and partner-facing teams.
Coordinate incident communications across channels like Intercom, Slack, and other customer-facing platforms.

Ellevation

Ellevation provides technology solutions that help educators and multilingual learners succeed. They are a growing, mission-driven company that values empathy, systems thinking, and building a diverse and inclusive team.

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