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Duda, Inc.
Duda is the leading web design platform for all companies that offer web design services.
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Manager, Technical Customer Support

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WHO WE ARE LOOKING FOR

Do you measure your success by the success of your customers? Then we are looking for you! At Duda (www.duda.co) we are driven by our desire to empower our customers with the most innovative and efficient tools for creating, managing and cultivating the online presence of their SMB customers. 

We are looking for an experienced Manager to help grow and scale our world class Technical Support team in Colorado as well as bring their ideas and innovation to help continue to evolve the Global Support Team.

If you are passionate about getting the best out of your people and uniting a team under a common goal - delivering world class customers experiences, then you have found the right place. 

WHAT YOU WILL DO

  • Manage, mentor, and develop the US Support team (primarily based in CO)
  • Develop new processes and initiatives to iterate towards Operational Excellence
  • Work directly with customers on escalated issues or to gather feedback as necessary
  • Develop new Support strategies and help us innovate and scale the Support org
  • Work cross functionally with Product and R&D and advocate the voice of our customers
  • Help manage or lead projects that align with departmental and company wide OKRs

As part of our Customer Success Leadership team, you will also help us deliver on initiatives to drive product adoption, share best practices and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers at scale.

WHO YOU ARE

  • 2+ years of experience managing a high performing technical support organization
  • Is data driven and hypothesis oriented, always curious about the why and not just what
  • Knowledge of HTML/CSS/Javascript, API’s, and/or other object-oriented languages 
  • Takes great pride in the customer experience and is accountable to the teams failures
  • Empathetic to customer’s issues and confident in your ability to drive them to success
  • Fearless in voicing your opinions and thinking critically to improve our business
  • Demonstrated Project Management experience and ability to work cross functionally to take projects from beginning to end with little supervision
  • Strong belief in “living in the product you support.” It is important you understand deeply the way customers use our platform so you can educate/mentor/coach team members
  • Experience building websites is a major plus! 

WHO WE ARE AND WHAT WE DO

Duda is the leading web design platform for professionals. We serve all types of customers, from freelancers to digital agencies, all the way up to the largest hosting companies and SaaS platforms in the world!

Every Duda website is automatically optimized for Google PageSpeed and great out-of-the-box SEO - today, there are over 18M websites that are built by Duda’s platform, and counting.

Duda has partnered with some of the industry's biggest players, including TripAdvisor, GoDaddy, Thryv, Hibu, Tailor-Brands, Italiaonline, 1&1, Sensis, and many more!

Duda has received numerous awards and accolades, including being named PC Mag’s Editor’s Choice award four years in a row (2017-2020), CNET Best for Building a Customized Experience Award 2020, and G2 Crowd’s Awards for Best Support for Summer 2020, Leader for Website Builders, and #1 overall in “Results” and “Implementation.”

Duda was founded by Itai Sadan and Amir Glatt in 2009 and now has almost 200 employees across 4 global offices: Tel-Aviv, Palo Alto, Colorado and Brazil.

WHAT WE OFFER

  • A supportive, agile and creative work environment with rock star colleagues! 
  • Competitive compensation, on-going recognition, and most of all, a chance to learn, contribute and develop your skills.
  • Opportunity to join an explosive industry, a successful and growing organization and an unmatched leadership team, passionate about their employees!
  • Top-tier health benefits, 401(k), an education reimbursement fund, Udemy Learning Platform, unlimited PTO/vacation, and dedicated weekly work-from-home days
  • Most of all we will give you fun, enthusiasm, support, a passion for healthy living, and never a dull moment!

We are currently working remotely, but plan on returning to a hybrid office model when it's safe to do so.

When we find the right person, we try to put our best foot forward with an offer that excites you. We consider the skills and experience you bring, what similar jobs pay in the Denver area and make sure there’s equal pay for equal work among those you’ll be working with. When meeting the requirements, the minimum for this position is $90,000. The actual offer will vary depending on the candidate's skills and competencies.

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Steven Carroll
VP of People & Talent
DEDICATION TO DEI
Embracing diversity by putting people first
As a global company with seven offices spread across four continents, Duda includes a variety of cultures, customs and ways of working. The company’s focus on people is central to its DEIB strategy. That strategy, according to Carroll, starts with how Duda hires and promotes in ways that ensure diversity at all levels and geographies of the business. It also gets as granular as programs like Beyond the Tech — where Duda celebrates team members’ individual interests as diverse as mixology, the history of Pride, and Gabriel Garcia Marquez’s novel “100 Years of Solitude.”
As a global company with seven offices spread across four continents, Duda includes a variety of cultures, customs and ways of working. The company’s focus on people is central to its DEIB strategy. That strategy, according to Carroll, starts with how Duda hires and promotes in ways that ensure diversity at all levels and geographies of the business. It also gets as granular as programs like Beyond the Tech — where Duda celebrates team members’ individual interests as diverse as mixology, the history of Pride, and Gabriel Garcia Marquez’s novel “100 Years of Solitude.”
We’ve implemented DEIB educational programs that build a culture of welcoming and encouraging employees to bring their full self to a work.
Sofia Ozelkan
Manager, Technical Account Management
PROFESSING GROWTH
Encouraging collaboration by elevating colleagues
Promoting personal and professional growth is a big part of the Duda’s culture. Ozelkan said that at Duda, managers help team members to build individual growth goals, realize development opportunities through programs like Duda’s continuing education stipend, and articulate short-term and long-term career plans. Transparent and dedicated career tracks help employees actualize their goals. And the ability to train cross-functionally and move throughout the organization helps ensure no one becomes stuck.
Promoting personal and professional growth is a big part of the Duda’s culture. Ozelkan said that at Duda, managers help team members to build individual growth goals, realize development opportunities through programs like Duda’s continuing education stipend, and articulate short-term and long-term career plans. Transparent and dedicated career tracks help employees actualize their goals. And the ability to train cross-functionally and move throughout the organization helps ensure no one becomes stuck.
We want individuals to build the skills and experience they need to move into other roles and grow professionally.
Oded Ouaknine
Chief Customer Officer
Come together
Collaboration builds culture
Ouaknine, founder of Duda's Colorado office and leader of the company’s global technical support, strategic account management and customer education teams, said the location fosters cross-team collaboration. Business development reps work closely with sales professionals to build customer onboarding plans. Account managers work with product and support specialists to better serve and grow their customers’ businesses. And according to Ouaknine, employees across the organization are encouraging, approachable and eager to not only help, but also learn from one another.
Ouaknine, founder of Duda's Colorado office and leader of the company’s global technical support, strategic account management and customer education teams, said the location fosters cross-team collaboration. Business development reps work closely with sales professionals to build customer onboarding plans. Account managers work with product and support specialists to better serve and grow their customers’ businesses. And according to Ouaknine, employees across the organization are encouraging, approachable and eager to not only help, but also learn from one another.
Our folks are always approachable and eager to assist one another. Duda team members often express appreciation for being supported both in their roles and in their careers as a whole.

What are Duda, Inc. Perks + Benefits

Duda, Inc. Benefits Overview

We are an agile, creative team who are supportive of each other and like to have fun while working hard. Whether it’s conquering 14ers, having a pint at a local brewery after work, or going for bike rides, we are always looking to explore fun new activities together. Duda offers top-tier health benefits, 401k, company stock options, tons of snacks and drinks, on-site lunches, an education reimbursement fund, unlimited PTO/vacation, and work-from-home days.

Culture
Volunteer in local community
Duda is involved in many community activities, from hosting and sponsoring a youth leadership and entrepreneurship program to local volunteering food banks, elderly people and professional meetups.
Partners with nonprofits
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Mandated unconscious bias training
Hiring practices that promote diversity
Duda's People Team ensures that hiring procedures are free from biases related to a candidate's age, race, gender, religion, sexual orientation, and other personal characteristics.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Duda offers a dental plan with a wide network and orthodontia coverage.
Vision insurance
Duda’s vision plan is free of cost for employees and low cost for added dependents. It includes a wide network for coverage.
Health insurance
Duda offers a variety of health insurance options, including a PPO, HMO and a High Deductible HSA plan.
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
New parents receive a total of 16 weeks of paid leave (12 at full pay and an additional 4 at 60%). Family time is super important to us.
Family medical leave
Need time to care for a family member, we have you covered with our Family Leave coverage.
Company sponsored family events
We regularly host events where employees are welcome to bring their partners and kiddos, from company picnics (Duda style) to baseball outings and everything in between!
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Employees can take paid time away to rest up and recover when they are sick, we've got your back.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Duda provides catered lunches Tuesday through Thursday. Light breakfast also included!
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
We love furry friends! Our office is dog friendly, so bring Fido with you when you come to work!
Professional Development Benefits
Lunch and learns
Promote from within
Continuing education stipend
We support you continuing to learn! We provide an annual education reimbursement stipend of up to $500 for you to use in pursuit of your continued learning.
Online course subscriptions available

Additional Perks + Benefits

We are an agile, creative team of individuals who are supportive of each other and like to have fun while working hard. Whether it’s conquering 14ers, sharing a pint at a local brewery after work, or going for a bike ride, we are always looking to add whatever fun you’d like to bring to the table as well. Duda also offers top-tier health benefits, 401k, plenty of snacks and drinks, on-site lunches, an education reimbursement fund, unlimited PTO/vacation, and a hybrid schedule.

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