Hiring: Manager of Support

My Client’s legendary founders have created a highly successful social networking platform.

I am looking for a

Manager of Support

Opportunity  
  -  Lead the support organization within Advocacy & Support at a rapidly growing organization.
  -  Own the end-to-end cycle of support.

  -  Serve as a highly visible representative of client inside and outside the company.

  -  Assist in the highly rewarding effort to make Network Creators from all walks of life successful and making the network a product that millions of people continue to use in their daily lives.
 
Responsibilities
* Define and execute a successful support organization:

  -  Define the goals for Client’s support organization at an increasing volume of support requests.

  -  Build the plan for growing the people on the support team.   

  -  Define the integration points with the rest of Advocacy & Support.
 
* Manage support process and technology
  -  Define the requirements for our ticketing system and oversee the successful implementation and ongoing improvement of it.

  -  Own the end-to-end support process from ticket creation through to resolution. Proactively prioritize the most important issues and regularly audit responses to make sure they’re up to our standards.

  -  Identify and analyze issues, patterns, and trends in inbound help requests. Funnel this data into new Frequently Asked Questions and product improvements.
 
* Recruit, train and manage support team:

  -  Recruit, train and manage a team of support people in hyper growth.

  -  Find the best candidates and lead them with a program that includes outstanding training, formal reviews, and ongoing, iterative improvements in people, process, and technology.- Partner with Web 2.0 Hire to do this

  -  Regularly conduct 1:1s and reviews, and promote stronger support people and transition out people that consistently underperform.
 
Qualifications
* You have 5+ years experience running the support team within a rapidly growing consumer Internet company.

* You have direct experience with defining and building out the people, process, and technology required to manage a successful support organization.

* You are an outstanding writer.

* You love helping people and find it rewarding to solve people’s problems.

* You like working hard and thrive on the excitement of a start up environment.

Contact me directly:  christie AT web20hire.com