Manager, Customer Support

Manager, Customer Support About the Role Posit’s Customer Support team is the primary point of contact for customers experiencing issues with Posit software.  Because our products encompass both SaaS solutions and tools deployed by customers in their own local environments, our engineers support customers through a range of services, from billing questions to in-depth inquiries about Linux functionality. Regardless of the issue, we strive to transform a moment of frustration into a positive experience that impresses every customer with our kindness, empathy, and technical expertise. We seek a Manager, Customer Support to help us lead, guide, and improve our support experience. Working on this team will provide you with the opportunity to enhance customer experience, inform product improvements based on feedback from customer interactions, and lead a creative and collaborative team of talented support engineers. A Bit About You Proven experience managing a Global Support organization Good understanding of Self-Service strategies and their implementation Experience with AI solutions in Support‘s daily activities and processes Customer experience-focused Experience in cross-functional work and communication, focusing on improving customer experience and product quality Things you’ll own: Guide day-to-day support functions Coach engineers on their career development Improve Support processes for the benefit of the customer and the team Foster a collaborative and open team culture Increase automation and deflection based on analysis of tickets Monitor and improve KPIs Facilitate knowledge sharing and training Things you’ll assist with: Setting direction for the entire team and fostering a culture of psychological safety, technical excellence, and continuous improvement. Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements, and sharing knowledge across the team.  Communicating with other teams across the company to ensure they are aware of what Support is doing and planning, and vice versa. Broad Timeline By the end of your first month, you would… Meet the rest of the Support team and a meaningful fraction of the rest of the company. Understand our Pro Products, offerings, and processes. Get to know your direct reports, their career aspirations and values, and understand what motivates them at Posit. Develop hypotheses on operational improvements that could increase our efficiency. By the end of your fourth month, you would… Be comfortable directing and managing your part of the team to handle support tickets and process improvements  Identify 1-2 opportunities for meaningful improvement to Support team processes and grow the team's effectiveness, efficiency, and/or impact, and begin implementing them. Develop relationships with people on other teams across the company to be more effective as a leader. Posit offers competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This hiring range reflects base salary and assumes that the job will be performed in the United States. Hiring Range $132,700—$175,120 USD Working at Posit: We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms. We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously. We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at Posit. We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software.  We are profitable and we plan to be around decades from now. Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®, which means our open-source mission is codified into our charter. As a result, our corporate decisions balance the community's interests, customers, employees, and shareholders. Hear more about why we think this matters here. Notable: We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. These benefits apply to full-time positions only. 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans. Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members. Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents. All full-time employees are eligible for 401k enrollment starting on day one. After six months of employment, Posit provides a substantial yearly match to employee 401K contributions. An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year. We are a 100% distributed team. You are also welcome to come into our Boston office.  We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.  Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support. We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays. Are you excited about this role but not sure if your experience aligns with every qualification in the job description? That’s okay. We know multiple perspectives are essential for a thriving organization and we'd still love to hear from you!  Posit is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities, and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed. Posit Software, PBC participates in the federal E-Verify program, which confirms employment authorization of newly hired U.S. based employees. E-Verify is not used as a tool to pre-screen candidates and is only initiated upon hire. E-Verify Participation Notice (English/Spanish) Right to Work Notice (English/Spanish) #LI-REMOTE