Senior Product Manager
Vectra AI
Job Level
Mid-LevelSenior
About the role
- Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
- Directly troubleshoot customer issues and resolve them by implementing attainable solutions
- Evaluate and escalate bugs to development as they come to your attention inside the product
- Provide feedback to develop support processes to add value for customers
- Apply technical writing skills to contribute to knowledge bases (FAQs, Help Center, Training Material, Internal Documentation)
- Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
- Work cross-functionally with other members within the organization
- Report to the Senior Manager of Customer Support
Requirements
- A bachelor’s degree or equivalent experience
- Previous experience in a high-volume support/customer service role
- Analytical mindset with strong research and problem-solving skills
- Applicable technical writing skills
- Innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner
- Ability to multitask and prioritize trouble tickets as they come in
- Clear and concise communication skills
- Strong growth mindset and a desire to learn
- A natural puzzle solver
- Previous experience working for a SaaS startup (a way to stand out, not required)
- Experience with ticketing systems like Zendesk (a way to stand out, not required)
- Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.) (a way to stand out, not required)
- Candidates must have proper work authorization to work for any employer in the United States, without sponsorship from the company
- Candidates must have proper work authorization to work for any employer in Canada, without sponsorship from the company
