Manager of Product Support

About Groove Groove is a sales productivity platform that enables revenue leaders to increase dollars per rep across every division of the enterprise. More than 70,000 users at customers including Google, Uber, and Capital One leverage Groove to be more efficient and effective. Learn more: https://groove.co . Studies have shown that women and people of color are less likely to apply for jobs unless they meet all of the qualifications listed in a job posting. Here at Groove, we value unconventional candidates and people who are looking for stretch roles; therefore, we encourage you to apply even if you don’t believe you meet every one of the qualifications. About The Role As Groove grows and expands into new markets, we are looking for an experienced Support leader to manage our frontline Support team in the US. You will be responsible for delivering a best-in-class support experience to tens of thousands of users every month via live chat, voice, and email. In this high-impact role you will be tasked with delivering an amazing support experience to Groove users, and collaborating with our key functional customer facing departments.  The successful candidate will be passionate about Groove's central value, "Care More", and will constantly put the needs of our users and our customers first. This role reports directly to the Director of Customer Support and will lead a team of highly skilled Product Support Specialists in the America Region. ***Ideally on US Eastern or Central timezone*** Responsibilities Lead all aspects of a frontline Support Team and deliver on key performance indicators (CSAT, quality, response times, etc.) Drive strategic initiatives within the Support team and cross-functionally to improve our ability to provide unparalleled customer service (a key differentiator for Groove) Work with our product team to prioritize features necessary to deliver high-quality experiences to customers Handle customer escalations alongside the Support & Executive leadership teams Build relationships with clients, ensuring their satisfaction with our product support. Cultivate a high-performing, inclusive and fun work environment across your organization Qualifications 3+ years working in a support management role (preferably SaaS) leading teams of frontline support agents Experience hiring, managing, and developing high-performing Customer Support teams providing product expertise & technical troubleshooting A track record of cultivating positive work environments, providing mentorship and leadership across a diverse workforce Excellent verbal and written communication skills & presentation skills Experience in cross-functional group projects that shape programs that affect the entire organization Competencies Customer-driven; deep understanding and/or passion for users and customers Open to feedback, a passion for personal growth, and a mindset for continuous improvement Technically minded (bonus for experience using our Support tools: Intercom and Jira) Analytical & Data-Driven You have a growth mindset and are a learner by nature, you push yourself and your teams to improve and develop. You make learning a priority for your people.   The base salary range for this position in the United States is $106,000 - $143,000. Compensation offered will be determined by factors such as experience level and job-related knowledge, skills and abilities.   Benefits and Perks Stock options 401k match Unlimited PTO for US employees Medical/dental/vision insurance, employee premiums covered at 99%! Company-paid life insurance 100% remote workforce Flexible and supportive working environment 12 Paid holidays Professional development opportunities Fun, collaborative, and balanced culture Company-wide and team-building retreats & virtual events Monthly Wellness Stipend *Benefits and perks may vary per country* Our Culture and Core Values At Groove we have three simple values: Team over Self, Care More and Enjoy the Journey and we take them seriously. Our teams are on a journey of building and growing a leading-edge company that drives huge value for our users. Our environment allows for self-motivated people to wear multiple hats, build processes from scratch, think outside the box and work with a diverse team based around the world. These are only a few of the reasons that we have a five-star rating on Glassdoor. Equal Opportunity Employer Groove is an equal opportunity employer and values diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We offer highly competitive compensation packages and excellent benefits, including medical/dental/vision insurance, flexible PTO, and a matching 401K. Your submission of this information is governed by our privacy policy and our use thereof. #LI-Remote