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12 Aug 2021

Full-Time Product Support Supervisor

Premier Talent Partners – Posted by Premier Talent Partners Anywhere

Job Description

Premier Talent Partners is seeking a Product Support Supervisor for our client, a Tech startup client based in San Francisco, CA (although 100% remote – seeking candidates on the East Coast). As a member of our client’s Product Support Team, you’ll ensure that we deliver great experiences to our clients’s customers every day. This role involves engaging with customers and requires critical thinking, an investigative mindset, and impeccable communication skills. We’re looking for an individual who is technically inclined, eager to learn about design tools, and passionate about delivering a stellar customer experience. If this sounds like a fit – read on!

PLEASE NOTE: During the application process, you will be required to create a profile in Premier’s talent platform. Once your profile has been reviewed, you will be matched with specific jobs.

Responsibilities:

  • Manage and measure the work of our newly formed temporary workforce
  • Coach and mentor a team to achieve your daily, weekly, and monthly goals
  • Monitor quality of team responses including customer satisfaction
  • Meet weekly with Director of Support to discuss team performance – highlighting progress and discussing opportunities
  • Drive queue performance and a best-in-class customer support experience
  • Communicate with Product Support leadership around trends, concerns, and hand-offs
  • between team tiers
  • Serve as the first point of contact for our customers for support requests via email
  • Provide exceptional customer support for new and experienced users
  • Solve customer queries ranging from account management to technical product support
  • Surface manager escalations to the Product Support Leadership team
  • Make suggestions for detailed, easy-to-understand support content (e.g. saved replies, internal knowledge base, etc)

Qualifications:

  • 2-5+ years of experience leading a team in a support function, preferably for a technical SaaS product
  • A track record of driving measurable results on a team
  • Strong communication skills with the ability to turn complex ideas into easily understood concepts
  • A passion for coaching and empowering others to do their best work
  • Demonstrated empathetic problem solving with a passion for helping customers
  • Tackled problems with an agile and adaptive mindset, and thrive in an ever-changing environment
  • Bonus points if you live in the EST timezone

Premier Talent Partners is a recruitment firm specializing in the areas of contract/temp, temp-perm, permanent, and payrolling needs across all industries, supporting equitable hiring nationwide.

Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

How to Apply

To be considered for this position, please register here in our talent platform. From there, you will be able to synch up with your Candidate Success Manager who will help you optimize your profile and assist you through the job search process.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 60,000 - 80,000.

Job expires in 44 days.

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