Manager, Product Support

Overview As a Manager on our Product Support team, you'll be on the ground building and leading the people who deliver day-to-day support to Electric customers. Your mandate is to deliver a world class customer experience by empowering and enabling your team. Your focus will be on hiring great people, ramping them quickly, coaching them continuously, and holding them accountable to the metrics that matter. What you’ll do - Hire, onboard, and ramp Support Specialists to productivity quickly - Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues - Run regular 1:1s, team meetings, and performance conversations with consistency and care - Coach individuals to team metrics and SLAs — celebrate wins, address gaps early - Build and deliver training programs that sharpen product knowledge and support skills - Serve as an escalation point for complex or sensitive customer issues - Analyze support data to identify trends and areas for improvement - Maintain up-to-date knowledge of company products and services - Collaborate with product development teams to address product issues and customer feedback - Create and maintain documentation for support procedures - Foster an inclusive, high-trust team culture where people feel supported to do their best work Who you are - 3+ years of people management experience in customer or technical support - Customer-centric mindset with a genuine desire to help customers succeed - Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes - Strong leadership and communication skills to manage teams and communicate with stakeholders. - Operationally savvy and data-driven in decisions - Collaborative approach with experience working cross-functionally to achieve goals - Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies.