Senior Technical Support Lead - Remote

Overview

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped 2.5 million people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 

In Short

• Act as the ultimate technical authority on the most complex and ambiguous product-related support issues, exercising judgment to establish the methods, techniques, and evaluation criteria for obtaining results.
• Develop and implement the overall strategy for your technical support domain, ensuring alignment with broader business objectives and developing approaches to quality assurance.
• Responsible for Tech Support actions involved with new feature launch and product development 
• Act as a team leader in queue management, reviewing queues, assigning tickets and communicating with WFM to ensure coverage.
• Act as a team leader by organizing, planning and executing on team meetings, including regional and team stand up meetings.
• Monitor and evaluate the performance of your vertical against KPIs, installing the measurement systems and infrastructure needed to curate business intelligence that guides operational and strategic decisions.
• Build and oversee complex programs, controlling the interdependencies between projects and defining future requirements for systems and tools to meet anticipated demands.
• Develop and strengthen relationships with senior internal leaders and external partners, collaborating across teams to ensure alignment, productivity, and governance.
• Act independently to determine methods and procedures on new or special assignments, mentoring and developing others in their areas of expertise.
• Work on complex issues where the analysis of situations or data requires an in-depth evaluation of obscure or variable factors.
• Create multi-platform and multidisciplinary content that effectively engages specialized audiences on strategic topics.
• Uphold the quality of your domain and inspire others to achieve new levels of excellence.

Requirements

• Deep expertise in supporting wearables or other complex consumer hardware/software products, with a history of solving the most challenging technical issues.
• Proven experience developing and implementing vertical or domain-level strategies that align with key business objectives.
• Demonstrated ability to design and oversee complex programs and quality assurance approaches from the ground up.
• Experience installing measurement systems and infrastructure to create business intelligence that aids in high-level decision-making.
• The ability to act independently and with a high degree of initiative, exercising judgment in selecting methods and techniques to obtain results.
• Exceptional ability to network with key contacts and senior personnel both inside and outside your area of expertise to achieve strategic goals.
• Experience mentoring and developing talent and a passion for leading teams, with the potential of directing others in their work.
• Adept at creating compelling, multi-platform content and messaging for strategic initiatives.

Benefits

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave