Greenhouse Software

Support Engineer

• Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems
• Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions
• Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations
• Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals
• Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms
• Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early
• Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows
• Additional projects and responsibilities as business needs require

Technical Support Manager

People Operations

• Represent the People Team and CPO with professionalism in interactions with internal and external stakeholders, including employees, vendors, and senior leadership
• Act as a trusted liaison for the CPO — attending meetings on their behalf, capturing key decisions, and pushing back diplomatically when calendar demand outpaces available time
• Program manage the integrated People Roadmap, tracking cyclical processes and special projects to ensure the team's execution cadence is sequenced, predictable, and high-impact
• Drive operational excellence by connecting the dots across siloed workstreams, turning one-off projects into scalable playbooks
• Proactively identify overlaps, sequencing conflicts, and potential change fatigue across People programs, surfacing recommendations before they become problems for the broader organization
• Identify and implement process improvements that enhance efficiency and clarity across the People Team
• Manage the People Team's operating rhythm: facilitate meeting agendas and ensure strong follow-through on shared goals
• Coordinate complex travel, including detailed itineraries and timely expense reporting
• Execute on People programs end-to-end, including Bonusly distributions, Golden and Silver Gnome award fulfillment, and PX Workday ticket triage across the organization
• Support offsites and events for the People Team and Employee Resource Groups, coordinating travel, accommodations, food, and participant communications
• Support procurement efforts for the People Team, including purchase orders, change orders, invoice processing, and vendor onboarding steps such as legal and security reviews
• Assist Organizational Development programs by supporting onboarding logistics, including facilitator scheduling, new hire surveys, calendar invites, and learning content updates — with growth opportunities to facilitate sessions and support new hires directly
• Take on additional projects and responsibilities as business needs evolve

Technical Support Manager

People Generalist