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Skilljar is seeking a Manager to lead the product support team responsible for helping customers answer general product questions as well as mitigate and solve problems within the Skilljar platform. This key function is part of our rapidly growing Customer Success team, and will present the opportunity to collaborate closely with Customer Success, Product, and Engineering to ensure customer satisfaction.

We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The ideal candidate will have exceptional customer service skills, solid technical experience, and proven experience successfully growing a distributed customer support team at an enterprise SaaS organization. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster.

Responsibilities
  • Manage and grow a team of Product Support Specialists.
  • Establish customer support best practices and implement support processes to drive consistency across the team and enhance customer satisfaction.
  • Manage the activities of the team through ongoing oversight of the support queue to ensure that tickets are followed up on, kept up to date, and properly closed to ensure adherence.
  • Assist the team with issue resolution and act as a point of escalation when needed.
  • Manage Skilljar’s Help Center to include ownership of new documentation creation and maintenance of existing help content.
  • Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering, Product, and Customer Education teams to drive decrease in support tickets.
  • Define individual and team performance and operational metrics, establish a system for tracking, create cadence for review with Support team and management.
  • Maintain regularly scheduled 1:1 meetings with each Support team member.
  • Provide coaching and development feedback to team members.
  • Screen, interview and hire Product Support Specialists.
  • Ensure smooth onboarding process for new hires.
Requirements
  • 5+ years in a product support or customer success role in an enterprise SaaS environment.
  • 3+ years of people management experience. 
  • Exceptional interpersonal and customer service skills.
  • Proven experience establishing support tiers to drive long-term scaling of the support function and continued career progression for the team.
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
  • Ability to deal with difficult situations and work calmly and professionally under pressure.
  • Logical approach to troubleshooting, including good analytical and problem-solving skills.
  • Experience with ticket/logging tools, e.g. Zendesk, Jira, Trello.
  • Programming experience using HTML, CSS, and Javascript is preferred.
  • Experience with writing and organizing customer-facing help documentation.
  • Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
  • Bachelor’s degree in a related field or equivalent years of relevant experience required.
  • US work authorization and criminal background check are required.
The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, and Trilogy Equity Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Zillow, Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

 
Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
 
Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.
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Technology we use

  • Engineering
  • Sales & Marketing
    • PythonLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • WordpressCMS
    • SalesforceCRM

Location

Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

An Insider's view of Skilljar

What’s the vibe like in the office?

I'd say our vibe is something along the lines of: "Work hard and ensure we have a little fun while we do it." I like to use humor to reduce stress in high-pressure situations (quarter-end) and focus on enabling our GTM teams to be so confident and passionate about what we do that the day to day becomes fun.

Ray

VP of Sales

What projects are you most excited about?

I’m most excited about evolving our platform from Heroku onto AWS and giving us more control over our app (and cost savings).

We get to tackle the challenges of deploying software (build, test, deploy, monitor, etc.), and it’s a cool (and challenging) opportunity to introduce fundamental changes in our infra while continuing to support our devs.

Amanda

DevOps Engineer

How does the company support your career growth?

The biggest way that Skilljar supports my career growth is in providing me with the flexibility and trust to take on new projects. My managers and the leadership team give me a lot of control over my job and how I want to grow. I have learned and grown more in my short time here than I have been able to in the last few years in my previous roles.

Simone

Recruiter

What is your vision for the company?

Our Co-founders started Skilljar to help companies drive customer outcomes through education. We’re driven by the belief that access to learning can unlock human potential, and that training is vital in ensuring the latest innovation is embraced and adopted. This vision resonates deeply with our team, and we’re passionate about bringing it to life.

Aashish

VP of Marketing

What's the biggest problem your team is solving?

The biggest problem my team is solving is how to scale the company. We have a solid foundation already. However, as we grow, we're choosing systems and processes to position us for growth. It is challenging and exciting to be a part of this process. It's rewarding to see our impact on other teams and the long-term benefit to the whole company.

Scott

Financial Analyst

What are Skilljar Perks + Benefits

Skilljar Benefits Overview

At Skilljar, we value our employees' wellness. As a result, we strive to provide a great set of benefits. Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance! We also cover 50% of premiums for dependents you add to our plans.

Our extensive perks and benefits include:
Medical
Dental
Vision
Long and short-term disability
Life insurance
Flexible Time Off
401(k) Retirement Savings
Employee stock options
Employee Assistance Program (EAP)
Great events - virtual company and team events, happy hours, trivia/game nights, and more!

Culture
Daily stand up
Team owned deliverables
Group brainstorming sessions
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Company catered lunch and employee-led, weekly lunch and learn meetings
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