Manager, Product Support

Overview As a Manager on our Product Support team, you'll be on the ground building and leading the people who deliver day-to-day support to Electric customers. Your mandate is to deliver a world class customer experience by empowering and enabling your team. Your focus will be on hiring great people, ramping them quickly, coaching them continuously, and holding them accountable to the metrics that matter. What you’ll do - Hire, onboard, and ramp Support Specialists to productivity quickly - Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues - Run regular 1:1s, team meetings, and performance conversations with consistency and care - Coach individuals to team metrics and SLAs — celebrate wins, address gaps early - Build and deliver training programs that sharpen product knowledge and support skills - Serve as an escalation point for complex or sensitive customer issues - Analyze support data to identify trends and areas for improvement - Maintain up-to-date knowledge of company products and services - Collaborate with product development teams to address product issues and customer feedback - Create and maintain documentation for support procedures - Foster an inclusive, high-trust team culture where people feel supported to do their best work Who you are - 3+ years of people management experience in customer or technical support - Customer-centric mindset with a genuine desire to help customers succeed - Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes - Strong leadership and communication skills to manage teams and communicate with stakeholders. - Operationally savvy and data-driven in decisions - Collaborative approach with experience working cross-functionally to achieve goals - Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies. Who We Are Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment. Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub. Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs. If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on. Read about working at Electric here https://www.electric.ai/about-electric/careers and meet our leadership team! https://www.electric.ai/about-electric We offer a range of benefits that include: - Flexible and generous PTO - Mental Wellness Days - Volunteer Days - Medical, Vision, Dental, and Orthodontia Coverage - 401k - Monthly WFH Stipend - ESOP (Employee Stock Option Program) - Kindbody Membership for Family Planning - Pre-taxed Commuter Benefits - Generous Parental Leave - Paid medical, family, and military leave - Short and Long Term Disability - Employee Assistance Programs - Life Insurance funded by Electric - Training and career growth - Awesome team building events! Where? We are headquartered in NYC, and have remote locations across 22 states. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones. See below to see if you are eligible to wo