Team Manager, Product Support - Remote

Overview

The Product Support team is looking for a Manager who can mentor a group of Product Support Leads (PSLs) to find creative solutions to roadblocks while ensuring the successful delivery of product launches. Their focus will be on our PSLs who oversee Domains, Email (Google Workspace), Billing and Accounts, but will include the management of PSLs covering additional product areas as well. You have a holistic understanding of our product offerings in order to collaborate on Customer Operations programs across the organization.

In Short

• Oversee a subset of the global PSL group to ensure Product Support strategies are consistent across the organization
• Oversee the daily activities of the Product Support Leads, including monitoring product launches, customer reported bugs and ensuring customer pain points are surfaced with relevant Product and Engineering leaders within targeted timelines
• Lead global team meetings on a monthly basis to ensure the team stays aligned and that the team is informed of department and company projects
• Work with Customer Operations leadership to evaluate impact, plan, and prioritize our product support strategy
• Partner with Product, Engineering and Design leadership to ensure our processes for managing product launches and reporting customer pain points and bugs are efficient and foster a feedback loop between the different departments
• Report on team performance, ensuring team members are productive, participate in annual headcount planning, and manage the hiring and onboarding process end to end
• Coach their direct reports' performance and assist in their team's career development.

Requirements

• 5+ years of people management experience, exhibiting leadership that inspires the team
• Familiarity with domains, website hosting, and related internet infrastructure is a strong advantage
• Comfortable building relationships with Product, Engineering and Design leadership
• A skilled communicator with the ability to explain technical issues both internally to colleagues and externally to customers as needed
• Experience in running programs, implementing iterative workflow improvements and project management, especially using Jira
• Comfortable with navigating and overseeing change management as needed
• Experience analyzing customer support volume while exhibiting a general understanding of data analysis
• Not afraid to step in and directly support your team with a hands on approach
• You enjoy knowledge sharing, team collaboration, teaching and learning from others
• You proactively identify opportunities for improvement and initiate steps to problem solve

Benefits

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)