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Culture Amp // survey platform for people & culture
 
Product, Full Time    New York    Posted: Tuesday, July 19, 2022
 
   
 
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JOB DETAILS
 

Culture Amp is looking for a Product Support Manager to join our North American Team. While there is an office in New York, this is open to remote candidates in the USA (East Coast timezone). 

Culture Amp revolutionizes how over 25 million employees across 4,000 companies create a better world of work.  As the global platform leader for employee experience, Culture Amp empowers companies of all sizes & industries to transform employee engagement, develop high-performing teams, & retain talent via cutting-edge research, powerful technology, & the largest employee dataset in the world.  The most innovative companies across the globe, such as Salesforce, Unilever, KIND, SoulCycle, & BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, & offices in the U.S, U.K, & Australia.  Culture Amp is recognized as one of the worlds top private cloud companies by Forbes & one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at cultureamp.com

How you can help make a better world of work

Working in close partnership with other regional support managers & global product support leadership, the Product Support Manager will be responsible for leading & mentoring the frontline product support team in the region & play a key role in creating a world-class customer experience for all Culture Amp users.

You will

  • Mentor & lead a team of 7-10 Product Support Specialists (remote & hybrid) within the region with a focus on team culture, individual development, performance, & collaboration

  • Operationally manage the support function during your time zone to ensure continuity of support services for all users. This includes workload management, resource allocation, & interaction triaging

  • Actively monitor & review interactions through our support channels (email & live chat) for quality assurance while coaching the team on improvement areas & celebrating areas of success

  • Take responsibility for hiring activities & training in the region

  • Play an active role in creating, updating, & reviewing processes & documentation for both internal & customer audiences

  • Partner with the Customer & Product organizations regionally & across multiple time zones (we are a globally distributed team) to continuously improve our customer & team experience

  • Drive visibility of the teams need for any internal support and/or resources & partner with the Support Operations Manager to identify solutions

  • Play an active role in driving forward the global Product Support practice as a member of the leadership group

  • Lead from the front & help out the frontline team when needed

You have

  • Previous experience in a leadership capacity, preferably in a SaaS Customer/Product Support or Customer Success environment where you have been responsible for other team members & the customer experience

  • Experience & confidence in your ability to handle customer & team escalations & manage expectations 

  • Experience partnering with Sales, Success, Product, & other teams in an organization to deliver on the needs of existing & potential Culture Amp customers

  • Experience in recruiting, hiring, mentoring, & developing individual contributors & not being afraid to deliver difficult feedback when necessary

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women & other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat & see if you could be a great fit. 


Non-average workplaces attract above-average people.

We consider ourselves anything but average & strive to make a home for different types of people from around the world to do their best work & have fun doing it. So we have created 4 not your average values that we live by, take a read, & if this sounds like the environment for you, please apply! 

We are extremely proud of the Culture we have built, but don't just take our word for it, our Glassdoor reviews speak for themselves! 

We are committed to not only making a better world of work, but also a better world. So we are proud to be recognised as a certified B-Corp.

We believe that inclusive businesses are better, not just for company results, but for the world. We have a strong commitment to Anti-Racism & endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

We ensure you have the tools you need to thrive both in & out of work.

  • MacBooks for you to do your best work 
  • Share Options - its important to us that everyone is an owner & can share in our success
  • Excellent parental leave & in-work support program, - for those families to be
  • Flexible working schedule - where we can, lets make work, work for you
  • Fun & inclusive digital, & (in the future) in-person events
  • Most importantly. An opportunity to really make a difference in peoples lives.

Here are a few highlights from Culture Amp

What is a People Geek?

Learn how Culture Amp has impacted businesses around the world

What does Culture First mean?

 
 
 
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