Support Manager
Robin
Customer Service
Boston, MA, USA
Posted on Nov 19, 2024
About Robin:
Today’s offices are powered by Robin. We help global organizations create better office experiences. With leading space data and employee insights driving your workplace strategy, the office becomes less of a mandate and more of a magnet for intentional collaboration.
Our platform bridges the gap between people and places empowering workplace leaders to create collaborative, cost-effective and cohesive office experiences. Robin centralizes the management of workplace operations and visitors, helping companies optimize space investments.
Hybrid Work. We believe in creating a workplace environment where magic happens, where the best work gets done when employees have the best of both worlds. As our teams value the energy of in-person collaboration and the productivity of heads-down remote work, we ask our Robinauts to come into the office at least two days a week, so we can live by our customers’ experiences and address pain points to make our product even better.
We’re seeking an inspiring Support Manager to lead our Technical Support team and ensure our customers have the best possible experience.
This role is interesting because:
- You’re the escalation point for complex issues and tasks faced by your direct reports.
- You’ll be integral in coaching and developing your team’s skills and processes.
You are qualified if you have experience:
- Developing and mentoring your team, including being able to help with continuous training, improvement and tracking KPIs.
- Managing both in person and remote employees.
- Owning high-priority and escalated customer issues and being able to help prioritize tickets in Jira.
- Finding trends in common customer issues, allowing you to work cross-functionally with our engineering and product teams to relay feedback and improve customer experiences.
How our values show up in this role:
- Drive: You dig into problems raised by customers and your team, clear any confusion and guide them to a solution - you see things through to the end.
- Innovate: You’re passionate about creative problem solving and look for efficient paths to resolution in customer tickets and internal processes.
- Adapt: You thrive in a fast-paced environment and enjoy collaborating with your team as well as with people from all areas of Robin.
- Unite: You are a strong communicator and ensure your team members always have the information they need to be successful.
Benefits:
- Medical & Dental Insurance through Blue Cross Blue Shield covered at 85% for employee and family members.
- Vision Insurance offered through EyeMed
- Company sponsored 401k with up to a 3% match
- Incentive Stock Options
- 100% Paid Parental Leave
- Flexible vacation time (that we actually use!)
- 12 company holidays
Perks:
- Professional Development Stipend
- Talent Referral Program
- Recognition perks
- Annual company kickoff in Boston
- In-Office Commuter Stipend
We Celebrate Diversity
Robin is committed to creating a workplace that reflects the world around us. We believe that the key to good work is empowering our people and we know that diversity and inclusion are a large part of this equation. Our realities shape our everyday experiences and it’s our responsibility to our employees, our customers and our communities to address the issues with workplace representation. Robin does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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