VCITA JOBS

Bellevue, US

Product Support Team Manager

Bellevue, US

Description

We’re looking for a Product Support team leader to join us! 

For a global team of customer obsessed support professionals we are looking for a charismatic and data driven team leader that will join our efforts at amazing our customer base and drive the team to greater success. We’re aiming higher and higher and are looking for the right leader to join our team!

Full Description

vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. 

With vcita, you can track and perform all your daily tasks, from the "first hello"​ to the last invoice:

Charge and collect payments, invite clients to book you online, create branded invoices and quotes, send SMS appointment reminders -  all in a few simple clicks, from one single app. 

vcita includes an online CRM to manage all client communications together with online scheduling, online payments, email & SMS campaigns, lead generating website widgets, and everything a small business needs to drive more business and provide great client service.

Our teams are based out of Tel-Aviv, Israel & Bellevue, Washington.

About the Team

We are looking for a Product Support team leader to manage our global support team (Bellevue, Tel-Aviv and the Philippines), with a proven track record in managing and developing employees based on hands on work and analyzing data around all aspects of support KPIs

Responsibilities

  • Manage and lead a product support team from our Bellevue office, Tel-Aviv office and an outsourced team from the Philippines
  • Learn the ins-and-outs of vcita and the services that are offered and become the ultimate product expert 
  • Lead by example by talking and chatting with vcita users, sharing your knowledge and expertise
  • Troubleshoot and guide customers, your team and other vcita teams to fully utilize all the services we offer
  • Learn vcita’s clients and their expectation to drive constant improvement in our product and in the support team’s results
  • Work closely with the Product, RnD, Marketing, Sales and Customer Success teams across vcita to help navigate improvements
  • Help optimize our internal and external knowledge bases

Requirements

  • Driven: You take the initiative, always looking at what you can do, what you can learn, and what projects can be taken on
  • Leader: Feels comfortable navigating and motivating teams towards a clearly defined vision in a changing environment
  • Critical And Fast Thinker: Always looking at what is currently happening and what can be done better leveraging hands-on knowledge and data tools
  • Customer Obsessed: You’re the person who advocates for the customer. You make sure bugs don’t fall in the cracks, and always follow back up when promised. You go the extra mile
  • Tech Savvy: Are you the go-to tech person on your team? We want you!
  • Great Communicator: Whether you’re writing an article, talking with developers, or handling a ticket from a user with limited computer knowledge, you tackle it all. It’s important to have excellent written and oral communication skills to succeed in this role
  • Details oriented: You are on top of everything’s going on. 
  • Coachable: You know there’s always room for improvement. You seek out constructive criticism and opportunities to grow

Requirements

  • +5 years experience in clients facing roles and/or pre-sales/customer operations/account management roles: Customer Support, Customer Success, CS operations/enablement, sales operations/enablement, account management.
  • +1 years experience as a team lead/manager in a technical environment.
  • Extra Credit: Experience learning and administrating new software and more specifically using Zendesk, JIRA, AirCall, HubSpot, confluence, QuickBooks, MixPanel, FullStory, Pendo, Google Analytics, Looker and basic HTML skills


Apply for this position

Can't find the position you're looking for?
Think you belong with us?

Let us know