Podium is hiring a

Supervisor, Product Support

Lehi, United States

Podium is a suite of messaging tools for local business. Using our platform, businesses of all sizes can connect with customers via text to do things like request payments, collect reviews, and sell products, in a modern, convenient way. Our work streamlining this process for local businesses has awarded us recognition on top industry lists, such as Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000 (#13), and Fast Company’s World’s Most Innovative Companies — in the last year alone. For more about our product, watch this video. Podium has a positive, diverse, and supportive culture and was recently named one of Inc. Magazine’s Best Workplaces for 2019. We look for people who are curious, creative and work to be a little better every day. In our work together we embody our values: Be a founder, Murder drama, and Enjoy the ride.

Product Support is an integral and crucial element of Podium and Customer Success. Our Product Support team interacts with customers more than any other team, which means Product Support is the voice of Podium and its Customers. We are intently focused on delivering world-class customer experiences and believe it's one of the biggest things that make Podium stand against other SaaS companies.

As a Product Support Team Supervisor, you will help us scale our operations and develop processes as we continue to scale and add to our growing product line. You're an all-around expert for our product and you ensure that the product-related knowledge our customers receive from your team is accurate, thorough, and relevant to them. 

 

What You Will Do:

  • Meet one-on-one with Product Support team members
  • Coach, train, and develop Product Support team members
  • Plan and fostering Product Support career growth
  • Assist in planning and executing Product Support team member OKRs
  • Assist in planning and executing Product Support team OKRs
  • Provide regular, actionable feedback to Support team members
  • Maintain open communication channels within the Support organization
  • Assist in monitoring and managing KPIs and Product Support team performance
  • Monitor KPIs and provide feedback on capacity and goals to management
  • Inspire performance within the team through coaching and example
  • Ensure team meets or exceeds service level agreements (SLAs)
  • Handle normal support work at a lower capacity as demand requires.

 

What You Should Have:

  • Strong written and verbal communication skills 
  • 2+ years in Customer Support / Customer Service 
  • Strong leadership mindset
  • Excellent communication skills (written and oral)
  • Excellent time management and task prioritization skills
  • Exceptionally motivated and motivational
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Strong operational skills, with experience building out system based processes
  • Experience Managing Projects

 

How You Will Stand Out:

  • Extreme attention to detail
  • You handle challenging conversations and situations like a pro;
  • You motivate and inspire team members to deliver their best work every day
  • You seek after responsibility
  • You trust in your team and company vision
  • You relate with clients & team members on a personal level
  • You are self-aware and hold yourself accountable

 

Benefits:

  • Open and transparent culture
  • Awesome opportunities for career growth
  • 401k with a competitive matching contribution plan
  • Unlimited Vacation (yes, we want you to have a work-life balance)
  • Great medical, dental, vision benefits
  • A stellar onsite gym with local professional coaches, morning and night classes offered
  • Life insurance, long and short-term disability coverage
  • Paid maternity and paternity leave
  • Weekly free lunch, breakfast and delicious smoothies
  • Swag

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.