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Technical Services Manager

4 months ago

New York, United States Permutive Full time
Job DescriptionJob Description

Permutive's is a real-time data platform that empowers publishers and advertisers to address all of their audiences, whilst protecting consumer privacy and respecting user consent.

Our unique technology sits behind some of the world's largest publishers such as News Corp, Hearst, BuzzFeed, The Guardian, Conde Nast International to name a few — we enable them to understand and personalise user experiences for hundreds of millions of people every month.

You'll love working with us if you're excited about collaborating with brilliant colleagues, embracing autonomy and responsibility, and tackling challenges that will drive us forward. It's a great time to join and become a key contributor in shaping Permutive for the future.

Thanks to our category-defining edge technology, we've attracted the attention of global investment partners like EQT Ventures, Octopus Ventures, ACE & Company, and SoftBank Investment Advisers. Additionally, we are listed among YCombinator's Top 150 companies of all time.

The role…

Permutive is hiring for an experienced and highly motivated Technical Services Manager to lead our Technical Support team. The ideal person for this role will have a solid technical background, excellent leadership and process skills, and high standards for providing a world-class experience to our customers.

As we grow and continue the high retention of our customer base globally, this person will be instrumental in ensuring our clients receive timely and effective technical support, contributing to their overall satisfaction and success.

Reporting directly to the VP of Customer Success, this is an exciting opportunity for someone passionate about building great processes and developing high-performing teams.

The team…

As the Manager of the Technical Services team, you will be responsible for leading a global team of 10 people distributed across the US and EMEA.

The Customer Operations team is the first line of support to our customers. They are responsible for maintaining contractual SLAs, providing high-level product information, and efficiently triaging tickets for resolution.

The Technical Solutions Engineers team is experienced in web development and handles more complex tasks such as customer onboarding, technical debugging, internal tooling maintenance, and the development of custom solutions to address customer issues.

What you'll be doing…

  • Provide leadership, guidance, training, and performance evaluations of the team.
  • Enhance efficiency and customer satisfaction by developing and implementing team policies and procedures.
  • Promote teamwork and professional growth by fostering a positive and productive work environment.
  • Identify trends and areas for improvement by monitoring and analyzing key ticket metrics.
  • Ensure timely and accurate resolution of customer inquiries and technical issues.
  • Improve product offerings by collaborating with teams across Customer Success, Product Development, Sales, and Engineering to address customer feedback.
  • Meet service level agreements (SLAs) by managing support resources, including staffing and budgeting.
  • Continuously improve the support function by staying updated on industry trends and best practices.
  • Handle escalated customer issues and ensure effective resolutions.
What you'll need..
  • Commutable distance to NYC, you may be required to meet with customers and internal teams regularly.
  • A consistent track record of success leading and empowering technical support organizations globally.
  • Experience successfully managing and growing high-performing teams.
  • Successful track record setting up and iterating on support processes and strategy.
  • Extensive experience working in a Technical Support environment, unafraid to get into the weeds with your teams and solve problems.
  • A strong understanding and background in Web Development and JavaScript with the ability to communicate technical concepts to non-technical audiences.
  • Excellent communication and interpersonal skills.
  • Capacity to manage multiple priorities in a fast-paced environment.
  • Experience with Zendesk (or similar customer support platform)
We'll be excited if you also have…
  • In-depth understanding or experience within the Advertising ecosystem.
  • Experience writing technical documentation.
  • Experience with SQL.
  • Experience with Google Cloud.

What we are offering...

We take a structured, objective approach to salary-setting, which is based on marketing information, our compensation strategy, and your experience and capability assessed through our interview process. For a typical candidate who meets our requirements, we pay a base salary between $120,000 and $140,000 with a 10% bonus tied to customer retention metrics.

Benefits

  • Stock options
  • Health & dental are covered 100% for Permutive employees and 75% for dependents
  • A focus on flexibility: gym class at lunch? Time for meditation? Dropping the children off at school? We trust you to manage your time effectively
  • Parental Leave Policy entitling new parents up to 26 weeks of leave on full pay
  • Everyone has full access to LinkedIn Learning
  • Time to rest and relax with unlimited paid leave (minimum expectation of 25 days annually)
  • Extensive training and development opportunities
  • 401(k) plan
  • Free access to Spill, our mental health partners

Diversity, Equity & Inclusion

At Permutive, we're taking a thoughtful, intersectional, long-term approach to diversity, equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish, and we are taking continual action to progress in that direction. We're committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.

Diversity, Equity & Inclusion

At Permutive, we're taking a thoughtful, intersectional, long-term approach to diversity, equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish, and we are taking continual action to progress in that direction. We're committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.