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Electric

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Product Support Manager

ManagerManagerFull TimeRemoteSeniorTeam 201-500Since 2016H1B SponsorCompany SiteLinkedIn

Location

Arizona + 20 moreAll locations: Arizona | California | Colorado | Connecticut | Florida | Maine | New Jersey | New York | North Carolina | Oregon | Maryland | Massachusetts | Michigan | Minnesota | Rhode Island | South Carolina | Tennessee | Texas | Utah | Virginia | Wisconsin

Posted

4 days ago

Salary

$100K - $125K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglishSQL

Job Description

Product Support Manager

Electric

• Hire, onboard, and ramp Support Specialists to productivity quickly • Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues • Run regular 1:1s, team meetings, and performance conversations with consistency and care • Coach individuals to team metrics and SLAs — celebrate wins, address gaps early • Build and deliver training programs that sharpen product knowledge and support skills • Serve as an escalation point for complex or sensitive customer issues • Analyze support data to identify trends and areas for improvement • Maintain up-to-date knowledge of company products and services • Collaborate with product development teams to address product issues and customer feedback • Create and maintain documentation for support procedures • Foster an inclusive, high-trust team culture where people feel supported to do their best work

Job Requirements

  • 3+ years of people management experience in customer or technical support
  • Customer-centric mindset with a genuine desire to help customers succeed
  • Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes
  • Strong leadership and communication skills to manage teams and communicate with stakeholders.
  • Operationally savvy and data-driven in decisions
  • Collaborative approach with experience working cross-functionally to achieve goals
  • Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies.

Benefits

  • Flexible and generous PTO
  • Mental Wellness Days
  • Volunteer Days
  • Medical, Vision, Dental, and Orthodontia Coverage
  • 401k
  • Monthly WFH Stipend
  • ESOP (Employee Stock Option Program)
  • Kindbody Membership for Family Planning
  • Pre-taxed Commuter Benefits
  • Generous Parental Leave
  • Paid medical, family, and military leave
  • Short and Long Term Disability
  • Employee Assistance Programs
  • Life Insurance funded by Electric
  • Training and career growth
  • Awesome team building events!

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