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Support Manager

We are looking for a Support Manager who will be responsible for providing amazing support, creating and managing department goals, all aspects of daily operations, and upholding support standards. The right person will be organized, proactive, thoughtful, intelligent, and committed to providing our customers with an inviting and memorable experience. The Support Manager will ensure knowledge of and adherence to all applicable laws, policies, and procedures, and work to continuously build a high performance customer success team.

Responsibilities INCLUDE:

  • Provide amazing customer support to users of the Burner service. The Support Manager will personally resolve a significant percentage of support cases while overseeing other support team members

  • Contribute to our overall business by driving and exceeding Support standards and goals

  • Effectively staff and schedule Support team to ensure maximum coverage for customer inquiries and issues

  • Develop, update, and adhere to Support training manual for all support staff that clearly defines and communicates Support standards and knowledge

  • Maintain a positive working relationship with the Product, Legal, and Engineering teams to report issues and ensure resolutions

  • Stay current on enlightened hospitality values, best practices, and new software and systems that help propel the department forward.

  • Ensure rigorous knowledge of and adherence to all applicable laws, policies and procedures

Skills + QualificationS:

  • Three years experience in product management, customer support, or equivalent customer-oriented role

  • Attention to detail

  • Patience and flexibility

  • Problem solving and delegation

  • Excellent written and verbal communication skills

  • Close knowledge of Desk or comparable support/ticketing tools

  • A successful Support Manager will also have good computer literacy and experience with a variety of collaboration software such as Google Docs, Slack, etc.

What we offer you:

  • Meaningful work on an innovative and growing set of products

  • Collaborative, cross-functional work culture with an emphasis on autonomy and communication

  • Creative, dog-friendly, snack-filled work space in a converted industrial building in a walk- and bike-friendly neighborhood

  • Health and Dental coverage for employees, dependents & domestic partners

  • Investment in career development, including training, conferences, and online learning resource

Ad Hoc Labs is committed to building a diverse, inclusive company and encourages applications from candidates of all backgrounds. We provide excellent medical and other benefits, and will consider full-time, part-time, partial remote, or other flexible arrangements for the right candidate.


Please apply using the link below.