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Manager - Global Support

Other Jobs To Apply

Description:

  • We’re looking for an experienced Support Manager who will be responsible for our team aligned to the Central (Americas) timezone.
  • Vehicle for your career at a fast-growing, profitable, impact-driven company.
  • You'll lead and mentor a team of Individual Contributors, ensuring the delivery of world-class support and a consistently positive customer experience.
  • You bring a deep sense of customer centricity—consistently putting the customer’s needs at the center of your decisions.
  • Your leadership approach should combine clear performance expectations with a growth-forward mindset.

Requirements:

  • Team performance: Leading and mentoring your team to provide exceptional support, with a focus on high performance and team member development.
  • Customer Connection: Spending a minimum of 2 hours in customer facing queues each week to maintain product knowledge and hear from customers directly.
  • Operational excellence: Ensuring smooth operations and collaborating with other teams (such as Support Operations and Engineering).
  • Evolving Support as a business operator/owner: Driving and overseeing support projects aligned with company goals and strategy.
  • Company strategy and business awareness: Understanding the company’s strategy and how your team’s efforts contribute to the overall mission.
  • Communication, Collaboration & Change Management: Building strong relationships with stakeholders and promoting a “first team” approach to problem-solving.
  • Leader accountability & growth: Set aside time to track your impact, seek feedback, and regularly reflect on how you’re showing up as a leader.
  • Diversity, Inclusion, Belonging and Equity (DIBE): Promoting a diverse and inclusive team culture.

Benefits:

  • Offers Equity
  • Offers Bonus
  • Multiple Ranges
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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