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About OutreachOutreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.About the TeamWe are seeking an exceptional support manager, with demonstrable experience building teams, career pathing, leading through change and high growth companies as well as passion for the customer and of course, a sense of humor and ability to build a team everyone wants to work with. Reporting to the Director of Global Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways support can enhance customer experience.The RoleThis Manager is accountable for building and leading a team of Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.Location: This person will need to work PST hours regardless of location.Your Daily Adventures Will IncludeDevelop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teamsPeople management responsibilities, including recruiting, career development, performance managementIdentify patterns and trends in tickets to resolve issues holisticallyManage daily incoming workload and backlogWork directly with customers on escalations, manage expectations, internal and external communication and be a resource and guide for TSEs ensuring an optimal and timely resolution.Root cause analysisAdvocate/manage needed changes in productManage to KPIs, including quality, process and proceduresLead the TSE team in mentoring and coaching the rest of the Support teamPartner with engineering and product management to manage critical situations and incidents proactively and reactivelyAct as On-Call Support leader or escalation contact in a rotation during evening and weekend hoursChampion customer issues within the organization to build the best customer experienceOur Vision of YouMinimum 3-5 years experience in managing IT or Support organizationsBS degree in Engineering, Computer Science or related fieldDemonstrated considerable understanding of enterprise software implementations and SaaS technologiesExperience using and implementing AI best practicesExperience managing up to ensure executive teams are awareExpert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.Proven track record of mentoring other Support leadersExcel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisionsDemonstrated ability to translate complex customer needs into actionable/attainable plansAbility to attract, retain and develop a high-performing team of highly technical Support EngineersStrong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives resultsAbility to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environmentAbility to synthesize data and analytics to formulate sound program objectives and goalsPassion for building diverse teams and providing an inclusive environmentYou embody our core values. We are Trusted Advisors, We Win as One Team, We Take OwnershipWhy You’ll Love It HereFlexible time off401k to help you save for the futureGenerous medical, dental, and vision coverage for full-time employees and their dependentsA parental leave program that includes options for a paid night nurse, and a gradual return to workInfertility/ assisted reproductive services benefitEmployee referral bonuses to encourage the addition of great new people to the teamSnacks and beverages in the Office, along with fun events to celebrateDiversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military$90,000 - $160,000 a yearThe annual on target earnings (OTE) range for this role is $90,000 - $160,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range. Your Recruiter will share specific details based on your location and role during the hiring process.
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