Related skills
people management coaching cross-functional collaboration ticketing sla management📋 Description
- Lead, hire, and coach a Product Support team for Discovery & Community.
- Own end-to-end support for Discovery & Community; ticket strategy and escalations.
- Build mechanisms to hold the team accountable to results: goals, rhythms, feedback.
- Partner with Workforce Management to allocate resources as volume evolves.
- Collaborate with Product and Engineering to influence roadmap via signals.
- Drive improvements in Full Resolution Time and CSAT through root-cause analysis and coaching.
🎯 Requirements
- 3+ years of experience in a Support Management role.
- Strong people management, coaching, and direct feedback.
- Proven ability to delegate, empower, and build ownership without bottlenecks.
- Excellent cross-functional communication; influence without formal authority.
- Operational rigor: define objectives, milestones, and execution plans.
- Experience improving resolution times and outcomes in live/synchronous support.
🎁 Benefits
- Hybrid work model with in-office 2 days/week.
- Equal opportunity employer with inclusive culture.
- Comprehensive benefits: healthcare, flexible PTO, holidays, 401k with matching.
- Commuter benefits, lifestyle stipends, and learning/development stipends.
- Accommodations during interview and reasonable adjustments.
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