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
- 16 days of PTO + 10 sick Days + 15 paid holidays
- Medical, dental and vision insurance
- 401(k) program plus company match
- Paid child bonding leave
- Home office set up reimbursement
- Co-working space reimbursement
- Employee stock option program
- Professional development stipend
- #LI-Remote
