Requirements and responsibilities
OverviewAs a Manager on our Product Support team, you'll be on the ground building and leading the people who deliver day-to-day support to Electric customers. Your mandate is to deliver a world class customer experience by empowering and enabling your team. Your focus will be on hiring great people, ramping them quickly, coaching them continuously, and holding them accountable to the metrics that matter.What you’ll doHire, onboard, and ramp Support Specialists to productivity quicklyWork closely with Support Specialists to troubleshoot, unblock, and resolve customer issuesRun regular 1:1s, team meetings, and performance conversations with consistency and careCoach individuals to team metrics and SLAs — celebrate wins, address gaps earlyBuild and deliver training programs that sharpen product knowledge and support skillsServe as an escalation point for complex or sensitive customer issuesAnalyze support data to identify trends and areas for improvementMaintain up-to-date knowledge of company products and servicesCollaborate with product development teams to address product issues and customer feedbackCreate and maintain documentation for support proceduresFoster an inclusive, high-trust team culture where people feel supported to do their best workWho you are3+ years of people management experience in customer or technical supportCustomer-centric mindset with a genuine desire to help customers succeedPassionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomesStrong leadership and communication skills to manage teams and communicate with stakeholders.Operationally savvy and data-driven in decisionsCollaborative approach with experience working cross-functionally to achieve goalsAble to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies.Who We AreElectric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment.Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.We offer a range of benefits that include: Flexible and generous PTOMental Wellness DaysVolunteer DaysMedical, Vision, Dental, and Orthodontia Coverage401kMonthly WFH StipendESOP (Employee Stock Option Program)Kindbody Membership for Family PlanningPre-taxed Commuter BenefitsGenerous Parental LeavePaid medical, family, and military leaveShort and Long Term DisabilityEmployee Assistance ProgramsLife Insurance funded by ElectricTraining and career growthAwesome team building events!Where?We are headquartered in NYC, and have remote locations across 22 states. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.See below to see if you are eligible to work within the 22 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin. Standard Working Hours: 9:00AM -6:00PM in your local timezoneAccommodationsElectric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: HR@electric.ai.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)