Offer summary

Qualifications:

5+ years of experience in SaaS support, 2+ years of experience as a manager, preferably in SaaS support, Prior experience with Intercom or equivalent ticketing system, Excellent leadership skills and strong technical acumen..

Key responsabilities:

Manage and mentor the technical support team through training and regular one-on-ones

Provide customer support via the Intercom ticketing system and handle escalated cases

Implement operational practices to track team performance and improve processes

Collaborate with cross-functional teams to enhance product and customer experience.

Job description

Company Overview and Culture

Our culture is a team-first mentality built on these Core Values:

Listen and Collaborate
Act with Integrity
Be Creative and Find a Way
Be Bold and Take Risks
Win or Lose Together

For us at GRIN, this means we prioritize our customers when making decisions; grow as individuals personally and professionally which drives business growth; celebrate our wins, own our failures, learn from our mistakes, and expect everyone to do the right thing; bring our whole selves to work each day; and know that we can accomplish more when we work together with humility.

At GRIN, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our product and our community. We champion and encourage those who bring different perspectives, ideas, and creativity to join our team dedicated to bringing people together across the globe. GRIN is proud to be an equal opportunity workplace where we welcome all people regardless of sex, gender identity, race, ethnicity, disability, or other lived experience. GRIN was founded in Sacramento, CA and is committed to 100% remote work.

[[GRIN is able to hire employees in all US states except Alaska, Hawaii, and US Territories]]

As GRIN’s Manager, Technical Support you will manage, mentor, and grow the technical support team, who are on the front lines of customer support for our brands and creators. Our Technical Support Engineers respond to customer needs via email and chat in Intercom, and collaborate closely with engineering to troubleshoot software issues. As the manager of this team, you will ensure this team is enabled via training, systems and processes set up to deliver best-in-class support. You will play a significant role in designing and implementing an expanded support model, including phone, expanded hours, and strategies for ticket deflection.

Responsibilities

Provide direct management of the Technical Support Engineers through ongoing training and weekly 1 on 1s
Provide best-in-class customer support through the Intercom ticketing system and chat support
Take lead responsibility for direct interaction with customers on escalated cases
Implement operational practices to track KPIs and performance of teams and individuals, doing consistent quality control and striving for continuous improvement
Work cross-functionally across teams in the organization such as engineering and account management to support the feedback loop that improves our product and our customer experience
Partner with Customer Experience leadership to design, staff, implement and manage an expanded support model including phone, expanded hours, tiered support offerings, and strategies for ticket deflection
Additional responsibilities as assigned

Qualifications

5+ years of experience in SaaS support
2+ years of experience as a manager (of SaaS support is a plus)
Prior experience with Intercom or equivalent ticketing system required
Excellent leadership skills and a commitment to customer service
Demonstrated operational excellence in process development & improvement, and managing a team in line with high expectations
Able to be flexible at responding to evolving business priorities and dealing with ambiguity
Able to collaborate across the organization and with external stakeholders and customers
Strong operational skills that will drive organizational efficiencies and customer satisfaction
Strong technical acumen with the ability to quickly learn a new technology and support others in troubleshooting
Experience with tiered, multi-channel support a plus
Experience with Jira a plus

GRIN is committed to fair and equitable compensation practices. Final compensation for the role will depend on a number of factors including a candidate’s qualifications, skills, competencies, and experience as it relates to the role.

United States Annual Base Salary Range

$108,500—$127,500 USD

US Total Rewards