Jobs
>
San Francisco

    Product Support Team Manager - San Francisco, United States - Canix

    Canix
    Canix San Francisco, United States

    1 week ago

    Default job background
    Description


    The Product Support Team Manager role at Canix is a pivotal position within our organization, offering a unique opportunity to lead and shape our support function in a fully remote environment.

    Support is different at Canix than most organizations; while we don't have a high volume of tickets, the tickets that we do receive are intricate and in-depth.

    Product knowledge and troubleshooting prowess in a highly complex and technical environment are key to success in Support.

    The Support team sits within the Product Organization as a whole, and works to provide robust, thoughtful, and highly technical information to our customers.

    As a Product Support Team Manager, you will be critical in ensuring that our customers receive exceptional support in this setting.

    Your responsibilities will include becoming an expert in our product, diving into bug triage to resolve complex issues, and managing our dedicated support team.

    You'll lead by example, providing in-depth reviews and feedback on support tickets, coaching and organizing the team to become product wizards, and ensuring they have the resources they need to excel.

    Additionally, your technical literacy and customer-facing skills will be essential in maintaining a high standard of support.

    Support at Canix is lean by design; this leader will also need to be willing to spend scheduled time in the queue, answering tickets and modeling exceptional answers and trouble-shooting.

    If you are an experienced leader with a passion for technical excellence and a commitment to customer satisfaction. In that case, this role offers an exciting opportunity to make a significant impact on Canix's support operations.

    Responsibilities:
    Bug Triage (40%): Immerse yourself in our product to become an expert. Become a proficient debugger, identifying and resolving product issues. Prioritize urgency of problems and liaise with product and engineering team

    Management of Support Team (30%): Conduct in-depth reviews and provide constructive feedback on Jira tickets. Ensure that tickets contain relevant information and have been adequately troubleshot. Eliminate unnecessary or irrelevant information from support tickets. Ensure the support team has access to necessary resources and product knowledge. Coach and organize the support team, nurturing them into product wizards. Provide guidance and mentorship to team members. Focus on creating documentation, training videos, and other async resources to reduce the volume of tickets for support

    Queue Support (30%): Respond to real-time customer inquiries via email and phone Provide thoughtful, responsive, and knowledgable answers to customer product questions- Assist team members with answering product questions they may not know

    Bonus (as needed): Ability to solve small engineering issues that may arise, although not a critical requirement.

    Experience and Requirements

    Required Skills:

    Management:
    Proven ability to manage people and hold them accountable to goals.

    Technical Literacy:
    A strong technical background and the ability to understand and communicate technical issues effectively.

    Product Wizardry:
    Exceptional intelligence and the capability to become a product expert.

    Customer-Facing:
    Proficiency in dealing with customers, understanding their needs, and ensuring their satisfaction.

    Exceptional Problem-Solving:
    Workarounds are a natural part of startup experience We need someone great at troubleshooting who can get in and solve problems

    Seniority:
    3+ years of experience in a highly complex Product role
    3+ years of management experience in support or a related industry

    Salary Range:
    $100,000 - $120,000 annually, commensurate with experience.

    #J-18808-Ljbffr
  • Anthropic

    Team Manager, Interpretability

    2 weeks ago

    Anthropic San Francisco, United States

    About Anthropic · Anthropic's mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and busin ...

  • Aeonic

    Strategy & Ops Manager (Founding Team)

    1 week ago

    Aeonic San Francisco, United States

    Your Mission As Strategy & Ops Manager and member of our founding team, you will play a pivotal role in shaping our organization and mission. You will work closely with our CEO and Aeonic's broader team to drive high-impact projects, including supporting to lead our missions (dep ...

  • Boston Consulting Group

    Consulting Team Talent Manager

    3 weeks ago

    Boston Consulting Group San Francisco, United States Full time

    WHAT YOU'LL DO · Consulting Team Talent Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff. Talent Managers drive overall objectives of the business ...

  • Atlassian

    Manager, Customer Success Team

    1 week ago

    Atlassian San Francisco, United States

    Overview: · Atlassian Customer Success strives to help customers realize the value in their Atlassian investment. We engage customers to unlock early and sustained business outcomes. As a manager in Customer Success, you manage a team of Customer Success Managers (Associate to S ...

  • Infinity Technologies

    A Group Communication Manager is responsible for overseeing and coordinating communication within a group or team. This may include managing meetings, facilitating discussions, and ensuring effective communication among team members

    3 weeks ago

    Infinity Technologies Laurel Heights, United States

    We are currently seeking a Group Communication Manager (m/f/d) at our location in Jülich for an immediate start (PA-No.: 62/23). ETC is an international high-tech company specializing in the development, production, and installation of gas centrifuges for uranium enrichment. ETC ...

  • Atlassian

    Manager, Customer Success Team

    1 week ago

    Atlassian San Francisco, United States

    Atlassian Customer Success strives to help customers realize the value in their Atlassian investment. We engage customers to unlock early and sustained business outcomes. As a manager in Customer Success, you manage a team of Customer Success Managers (Associate to Senior) to exe ...

  • The Boston Consulting Group Inc

    Consulting Team Talent Manager

    1 day ago

    The Boston Consulting Group Inc San Francisco, United States

    Deploying a specific roster of consulting resources, ensuring each resource receives the right set of projects to support their development & professional goals; communicate opportunities to roster and communicate rosters skills & experience for pro Talent, Manager, Staffing, Pro ...

  • Philpar

    Growyo: SEO Team Manager

    3 days ago

    Philpar San Francisco, United States

    TO APPLY: Email with your resume and include #Growyo in the subject line. · We're on the lookout for an exceptional SEO Team Manager. This isn't just any role; it's a pivotal one. If you're the kind of person who thrives in fast-paced environments, can craft intricate marketing ...

  • Boston Consulting Group

    Consulting Team Talent Manager

    6 days ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · Do not pass up this chance, apply quickly if your experience and skills match what is in the following description. · Consulting Team Talent Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of ...

  • Boston Consulting Group

    Consulting Team Talent Manager

    1 week ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO Consulting Team Talent Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff. Talent Managers drive overall objectives of the business (e ...

  • LVMH

    Team Manager

    3 weeks ago

    LVMH San Francisco, United States

    Poste · Overview · The Team Manager will support the Director in leading, developing and supporting the sales, operations and security team members to meet and/or exceed commercial target and elevate the Tiffany store experience. You will assume oversight for the store when the ...

  • Boston Consulting Group

    Consulting Team Talent Senior Manager

    5 days ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · Consulting Team Talent Senior Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff. · Talent Senior Managers drive overall objective ...

  • Boston Consulting Group

    Consulting Team Talent Senior Manager

    4 days ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · Consulting Team Talent Senior Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff. · Talent Senior Managers drive overall objective ...

  • Boston Consulting Group

    Consulting Team Talent Senior Manager

    1 week ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · Consulting Team Talent Senior Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff.? Talent Senior Managers drive overall objectives ...

  • Boston Consulting Group

    Consulting Team Talent Senior Manager

    2 days ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · Consulting Team Talent Senior Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff.? Talent Senior Managers drive overall objectives ...

  • Aviator Services Inc

    Technical Product Manager, Founding team

    1 week ago

    Aviator Services Inc San Francisco, United States

    [Full Time] Technical Product Manager, Founding team at Aviator (United States) | BEAMSTART Jobs · Technical Product Manager, Founding team · Aviator United States · Date Posted · 10 Jul, 2023 · Work Location · San Francisco, United States · Salary Offered · $120000 — $170000 y ...

  • Boston Consulting Group

    Consulting Team Talent Senior Manager

    1 week ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · Consulting Team Talent Senior Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business needs of BCG and the professional development of our consulting staff. Talent Senior Managers drive overall objectives o ...

  • Aeonic

    Strategy & Ops Manager (Founding Team)

    6 days ago

    Aeonic San Francisco, United States

    Your Mission · As Strategy & Ops Manager and member of our founding team, you will play a pivotal role in shaping our organization and mission. You will work closely with our CEO and Aeonic's broader team to drive high-impact projects, including supporting to lead our missions ( ...

  • Anthropic Limited

    Team Manager, LLM Training Research

    1 day ago

    Anthropic Limited San Francisco, United States

    Anthropic's LLM Training team is responsible for training our large language models. They run the basic research and experiments to determine the best architecture, data mix, and training process for these models, and then set up, supervise, and manage the training runs. This is ...

  • Boston Consulting Group

    Consulting Team Talent Senior Manager

    5 days ago

    Boston Consulting Group San Francisco, United States

    WHAT YOU'LL DO · All potential applicants are encouraged to scroll through and read the complete job description before applying. · Consulting Team Talent Senior Managers act as holistic owners of the Consulting Team employment experience with a close focus on the business need ...