Director, Product Support

Who We Are

Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment.

Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.

Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.

If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.

Overview

We are seeking an experienced Director of Product Support to lead and scale our customer support operations. This critical role will be responsible for defining and executing the strategy for our product support function, ensuring exceptional customer satisfaction, and building a high-performing team. If you are a visionary leader with a proven track record of scaling systems, optimizing processes, and attracting top talent in a fast-paced environment, we want to hear from you.

What You'll Do

• Lead and manage the Product Support team, including the recruitment, hiring, and onboarding of a world-class talent

• Provide mentorship, coaching, and career development opportunities for team members

• Develop and execute a comprehensive product support strategy that aligns with overall company goals and customer needs. Anticipate future support requirements and proactively implement solutions to meet evolving demands.

• Design, implement, and optimize scalable support systems, tools, AI and technologies (notably Jira Service Management, Confluence and Jira) to improve efficiency while balancing the customer experience.

• Streamline and standardize support processes, workflows, and best practices to ensure consistent and high-quality service delivery as the company grows.

• Leverage data and analytics to identify trends, pain points, and opportunities for continuous improvement in support operations.

• Develop and implement robust training programs to equip the support team with the necessary product knowledge, technical skills, and customer service expertise.

• Establish and monitor key performance indicators (KPIs) such as CSAT, first response, in-line response, and resolution times while implementing strategies to continuously improve these metrics.

• Ensure the delivery of exceptional, empathetic, and timely support to our customers across various channels.

• Act as a strong advocate for the customer internally, collaborating with CS, product, engineering, and sales teams to drive product improvements and address recurring issues.

• Manage the product support budget effectively, optimizing resource allocation to achieve departmental goals.

Who You Are

• 10+ years of progressive experience in customer support, technical support, or product support roles, with at least 5+ years in a leadership position (Manager or Director level).

• Demonstrated experience in scaling support organizations, systems, and processes from early stage to maturity in the B2B SaaS space

• Experience optimizing and managing support teams through Jira Service Management, Jira, and Confluence preferred.

• Proven track record of successfully hiring, developing, and retaining high-performing support talent, ideally through an outsourced or offshore hiring motion

• Strong analytical skills with the ability to leverage data to drive decision-making and identify areas for improvement.

• Exceptional communication, interpersonal, and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.

• Customer-centric mindset with a passion for delivering outstanding customer experiences.

• Ability to thrive in a fast-paced, dynamic, and rapidly evolving environment.

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles! 

Read about working at Electric here and meet our leadership team! 

We offer a range of benefits that include: 

• Flexible and generous PTO 

• Mental Wellness Days 

• Volunteer Days

• Medical, Vision, Dental, and Orthadontia Coverage

• 401k 

• 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! 

Where?

We are headquartered in NYC and remote locations across 24 states. Our largest markets outside of the Tri-State area and Dallas-Fort Worth area are San Diego, Denver, Raleigh. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ.  With a widely distributed team, we are used to working remotely across different time zones. 

See below to see if you are eligible to work within the 24 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Jersey, New York, North Carolina, Oklahoma, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, Wisconsin. 

Standard Working Hours: 9:00AM -6:00PM

We are an equal opportunity employer. 

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. 

We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.

Accommodations

Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected].