Sr. Manager, Technical Support at Outreach

| Seattle
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We are seeking an exceptional senior support manager, with demonstrable experience building teams, career pathing, leading through change and high growth companies as well as passion for the customer and of course, a sense of humor and ability to build a team everyone wants to work with. Reporting to the Director of Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways support can enhance customer experience.
This Sr. Manager is accountable for building and leading a team of Senior Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment. 

Daily Duties

  • Develop and lead a team of Senior Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
  • People management responsibilities, including recruiting, career development, performance management
  • Identify patterns and trends in tickets to resolve issues holistically
  • Root cause analysis
  • Advocate/manage needed changes in product
  • Manage to KPIs, including quality, process and procedures
  • Lead the Sr TSE team in mentoring and coaching the rest of the Support team
  • Partner with engineering and product management to manage critical situations and incidents proactively and reactively
  • Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
  • Champion customer issues within the organization to build the best customer experience

Basic Qualifications

  • Minimum 5-7 years experience in managing IT or Support organizations
  • Bachelor’s degree or deep, relevant technical experience
  • Demonstrated considerable understanding of enterprise software implementations and SaaS technologies
  • Executive presence
  • Experience managing up to ensure executive teams are aware
  • Ability to make sound judgment decisions
  • Know when to escalate and ask for help
  • Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.
  • Proven track record of mentoring other Support leaders
  • Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions
  • Demonstrated ability to translate complex customer needs into actionable/attainable plans
  • Ability to attract, retain and develop a high-performing team of highly technical Support Engineers
  • Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.
  • Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
  • Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
  • Ability to synthesize data and analytics to formulate sound program objectives and goals
  • Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done
  • Passion for building diverse teams and providing an inclusive environment
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

  • Experience working with Sales and Marketing teams
  • Understanding of Sales and Marketing processes

You have experience with the technologies we use, including:

  • Outreach
  • Gmail
  • Jira
  • Zendesk
  • Salesforce
  • Exchange
  • Slack
  • Tableau

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $15000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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