Manager, Customer Support

Posit's Customer Support team is the primary point of contact for customers experiencing issues with Posit software. The role involves leading, guiding, and improving the support experience for a company that offers SaaS solutions and tools deployed in local environments, focusing on transforming customer frustrations into positive experiences.

Location: Remote (US)

Salary: $132,700–$175,120 USD

Responsibilities

• 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

• Competitive compensation with extensive human-first, people-focused benefits
• 100% of medical, dental, and vision insurance premiums covered for employees and their families
• Fertility and gender-affirming healthcare included
• Supplemental mental health and wellness benefits via Ginger
• Gender-neutral paid parental leave policy
• 401k enrollment from day one, with a substantial yearly match after six months
• Annual profit-sharing bonus
• 100% distributed team with optional Boston office presence
• $400 monthly coworking space reimbursement
• Lifestyle Savings Account with initial deposit and quarterly stipends
• Flexible environment with minimum four weeks PTO plus 15 paid holidays

Additional Information

• Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®
• The company values diversity and encourages applicants from all backgrounds
• Participation in the federal E-Verify program for employment authorization