Product Specialist Team Leader - Remote

Overview

As a Product Specialist Team Leader, you will lead a team that provides high-touch interactions through consult calls, positively impacting the customer’s account status and reducing churn by helping companies effectively use Gorgias features.

In Short

• Lead the Product Specialist team with performance management and development processes.
• Monitor and coach team’s quality assurance and efficiency metrics.
• Manage key results related to project management and reporting.
• Handle escalations and manage clients at churn risk.
• Collaborate with Success and Sales teams for optimal client support.
• Improve platform adoption rates and accelerate customer growth.
• Become proficient with the product to meet client needs.
• Identify and act on bottlenecks in customer experience.

Requirements

• At least a year of management experience.
• 2+ years in customer implementation, success, or support.
• Strong project management and planning skills.
• Data-driven approach with SQL experience preferred.
• Ability to coach and mentor team members.
• Strong de-escalation skills and product knowledge.

Benefits

• 5-week vacation.
• Paid sick leave (15 days).
• 6 weeks full-remote per year.
• Paid parental leave (16 weeks).
• $300/month for lunch expenses.
• 5% bonus for healthcare costs.
• $700 to set up your home workstation.
• $2000 for learning material and wellness support per year.
• Quarterly online company-wide summits and annual retreats.