The Role 

The Product Operations position will be responsible for shepherding, iterating, and communicating the process of tickets coming from customer support through product to engineering. In this role, you will manage the support Jira project, ensuring that tickets include all necessary information. You will also be responsible for reporting data & project health, as well as project manage cross-team support efforts. 

The Team 

The Product and Engineering teams consist of 40 talented and passionate team members, working to make Knock the premier software product in the Multifamily real estate industry. The Product Operations Specialist will report to the Product Manager/ Scrum Master and will ultimately be a liaison between Product, Engineering, and Support. 

The Company

We started Knock to solve problems we faced ourselves. One of those problems was that the process for renting an apartment hadn’t evolved at the same pace as technology. Our mission was to improve the experience for both apartment renters and managers. 

We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards.

In May 2020 we announced we raised a $12m Series B round to continue on the path of growth, led by Madrona Venture Group, with partners from Lead Edge Capital and Seven Peaks Ventures: https://bit.ly/2WfllsX

We have been recognized across multiple platforms as a best place to work, including 2021’s 50 Best Places to Work Multifamily®: https://bit.ly/3mq06z8 and Seattle’s Best Small Companies to Work in 2020 by BuiltIn Seattle: http://bit.ly/3r1uUKf

Our Values

To be successful and recognized as a high performer at Knock, you should naturally encompass our core values: Determination, Excellence, Trust and Community. We take these behaviors seriously and expect everyone to bring a positive Knockstar attitude with them to work every day.

At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!

Day - to - Day

• Responsible for validating and triaging Support tickets prior to their delivery to the Engineering team, ensuring that all necessary information is properly documented.
• Manage tickets that have cross-team work, coordinate between teams, and lead the weekly Customer Success and Product/ Engineering meeting to provide updates on high importance Support ticket statuses
• Manage the Support Jira project to maintain organization so prioritization, service level agreements (SLA’s), and other metrics are readily available
• Support health and escalation through metrics, time tracking and recognizing problem areas to escalate 
• Review, manage, and prioritize, customer commitments and enhancements across teams 
• Utilize the internal guidebook to ensure only real bugs are brought to Engineering
• Maintain the internal guidebook & playbook, ensuring that new information is added and outdated information is updated

Basic Qualifications

• Attention to detail
• Ability to work independently, with a willingness to ask for help
• Strong organizational, analytical, and critical thinking skills
• Strong collaboration and communication skills
• Exhibit natural leadership qualities
• Passion for documentation
• Technical skills: ability to problem solve

Why You'll Love It Here!

• You'll join a category-creating company that has enthusiastic customers, an ambitious roadmap, and industry leading products.
• You are comfortable taking risks and thinking outside the box.
• Being part of a great team with solid infrastructure in place.
• You want an opportunity to win, drive change and be in an environment that will optimize for your success.
• You embrace our set of core values - determination, excellence, trust, and community.
• 100% medical, dental, and vision coverage for full-time employees. Partial family coverage optional.
• Flexible time off & paid holidaysParental leave program
• 401k to help you save for the future
• Stock options
• We like to do fun things together (Virtual for now!) such as conferences, off site retreats, and happy hours.
• Whatever mode of transportation you use - we got you covered! (Or remote work from home budget if you are not Seattle based)

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome all types!