Manager, Integration Support

Podium exists to help local businesses win. Using Podium, local businesses can simplify the way they communicate with their customers—from collecting payments to facilitating online reviews to launching marketing campaigns, and much more. Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies. We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. Does that sound like you? We have built an extraordinary Integration Support team and are seeking a Manager to lead the team of specialists. The Manager, Integration Support will lead a team of Integration Support Specialists, guiding their development and supporting their day-to-day activity. The Manager’s primary responsibilities are to serve the team and ensure that our customers efficiently receive the support they need to be successful, aligned with goals of overall customer satisfaction and maximized net retention. In addition to team leadership, the ideal candidate will thrive in ambiguity and will tenaciously organize escalation process and reports to inform Podium teams of customer feedback, requests, and issues.  What You Will Do: Lead a team of Integration Support Specialists primarily to support their work and professional growth. Work alongside the team to troubleshoot, test, resolve issues and ensure customers quickly achieve value with Podium Monitor and manage ticket queues, ensuring timely resolution of integration related issues Meet one-on-one with Integration Support team members Work with internal teams to develop and maintain integration support documentation Maintain a high level of customer satisfaction by providing exceptional support and communication Work cross-functionally with various Podium teams to be a strong advocate for your team’s efficiency and improve   What You Should Have: Customer-first attitude with a strong sense of empathy 2+ years experience in a specialized support team. 2-3  years of management experience  Experience leading people or processes  Strong technical experience with Public API’s or previous SAAS integration experience Experience with scripting languages and analytical languages such as SQL and python Experience manipulating large data sets with the intent of analyzing trends of integration issues. Analytical and data-oriented approach to problem-solving How You Will Stand Out: A proven track record of adding real value at a dynamic and fast-growth company Experience leading a customer facing support team Software development experience or ability Strategic and creative problem solving  Bachelor's or Master’s degree in STEM Salesforce Case Management experience   BENEFITS Open and transparent culture - Checkout this video to see what it’s like to work at Podium  Life insurance, long and short-term disability coverage Paid maternity and paternity leave Fertility Benefits Generous vacation time, plus three 4-day summer holiday weekends Excellent medical, dental, and vision benefits 401k Plan Bi-annual swag drops with cool Podium gear and apparel  A stellar HQ (Utah) gym with local professional coaches and classes offered Onsite HQ (Utah) child care center, subsidized for employees Additional benefits for fully remote employees Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.