Posit PBC

Customer Support Manager

Posit PBC

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $132,700 - $175,120 per year

About the role

  • Guide day-to-day support functions
  • Coach engineers on their career development
  • Improve Support processes for the benefit of the customer and the team
  • Foster a collaborative and open team culture
  • Increase automation and deflection based on analysis of tickets
  • Monitor and improve KPIs
  • Facilitate knowledge sharing and training
  • Setting direction for the entire team and fostering a culture of psychological safety, technical excellence, and continuous improvement.
  • Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements, and sharing knowledge across the team.
  • Communicating with other teams across the company to ensure they are aware of what Support is doing and planning, and vice versa.

Requirements

  • Proven experience managing a Global Support organization
  • Good understanding of Self-Service strategies and their implementation
  • Experience with AI solutions in Support‘s daily activities and processes
  • Customer experience-focused
  • Experience in cross-functional work and communication, focusing on improving customer experience and product quality.
Benefits
  • 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans.
  • Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.
  • Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
  • All full-time employees are eligible for 401k enrollment starting on day one.
  • After six months of employment, Posit provides a substantial yearly match to employee 401K contributions.
  • An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.
  • We are a 100% distributed team. You are also welcome to come into our Boston office.
  • We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.
  • Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support.
  • We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI solutionsSelf-Service strategiesKPI monitoringSupport process improvementAutomationProject managementCustomer engagement
Soft skills
CoachingCollaborationCommunicationTeam culture developmentPsychological safetyTechnical excellenceContinuous improvementKnowledge sharingCross-functional communicationCustomer experience focus