Customer Support Team Lead
3 weeks ago
The Miro Support Team is a vital function of Miro. What's so special about us?We act as the bridge between our product and our users. By helping them every day, we gain valuable insights and push new ideas to shape Miro's ever-changing product roadmap.Our mission is to provide the highest quality of customer service with a sense of empathy and passion. We strive to exceed our customer's expectations by always thinking one step ahead when providing solutions. We guide and educate our users to grasp the value of the product and drive word of mouth.We dream big, work hard, and play as a team to win the world. As a rapidly growing company, there are opportunities for internal growth and career development. If you're passionate, ambitious and have a collaborative mindset, come join our Miro Support teamAbout the Role As the Customer Support Team Lead for our Los Angeles team, you will be an active member of our global support team, conducting team retrospectives, providing insights and feedback to team members, and actively participating to strategically plan and execute on support projects and initiatives. You will work cross-functionally with the local GTM and AMPED teams on escalations, bugs, new features, and experiments. We're eager for you to collaborate with other support team leads based in Austin, providing high quality support to our AMER customersWhat youll doBuild and lead the team of Customer Support Representatives and Technical Support Engineers in the Austin hub, Miros largest US office and the 2nd largest globally.Grow your team by conducting regular 1:1s, coaching and providing continuous feedbackBe a part of Global Support Leadership team and contribute to the success of the whole CS departmentBe a power user of Miro and acquire a thorough understanding of our product and internal systemsHelp your direct reports with the toughest cases and escalationsCollaborate within and outside of your team to support broader business objectivesLead or participate in projects to improve our internal team or external company processesWhat youll need Bachelor degree in tech, business, psych or sociology4+ years in customer-facing roles in tech companies; SaaS is a huge plus2+ years of people management experience (leading 5-15 individual contributors)Strong leadership styleAn effective collaborator; supportive of other team members in their successAbility to work in a fast-paced environment, learn quickly and adapt to a changing productAbility to monitor the progress of your projects and anticipate roadblocksCross-functional work experience with Sales, Success & Engineering teamsHigh proficiency in Spanish (-1/-2) would be a plusWhat's in it for you 401k matching + Competitive equity packageExcellent Medical, Dental and Vision health benefitsFertility & Family Forming BenefitsFlexible time offLunch, snacks and drinks provided in the officeWellbeing benefit and WFH equipment allowanceAnnual learning and development allowance to grow your skills and careerUp to $2,000 of charitable donation matches each yearAbout Miro Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from youAt Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miros mission Empower teams to create the next big thing is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in , and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.Resume/CV *Resume/CV *Attach File types: pdf, doc, docx, txt, rtfFile size: max 4MBCover LetterAttach File types: pdf, doc, docx, txt, rtfFile size: max 4MBLinkedIn ProfileWebsiteBy submitting my application I agree that my data is being stored and processed.Job IDA 30-min interview to discuss the role, background and experience, and learn more about your motivation to join Miro.02. Hiring Manager The hiring manager (usually your future manager) will meet to discuss your experience and fit for the role.03. Skill Assesment An interactive presentation to see your skills in action, based around a particular case study or business problem.04. Meet the Team Meet with a variety of Mironeers to get a feel for what its like to work together, and learn more about Miros culture.Meet a member of the leadership team to discuss Miros company values and share your vision for success at Miro.#J-18808-Ljbffr
by Jobble
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