Technical Customer Support Manager

Puzzl
San Francisco, CA
30+ days ago

Job Description

WHO WE ARE

We are a modern, embedded payroll provider that helps empower companies to build their own unique payroll service. On top of our easy-to-use payroll API we are pioneering an all inclusive tax engine to democratize a broken and cumbersome process providing accessibility to small, medium and large businesses and helping Americans get paid.

Backed by over $14 million in funding by top investors such as Y Combinator, Spark Capital (Marqeta, Coinbase, Affirm) and Robinhood's Founder; Vlad Tenev, we are projected to be a forerunner in embedded payroll with an industry amassing billions of dollars in untapped revenue.

Our mission is to empower companies to become their own fin-tech company using our simple, seamless and forward thinking payroll technology and we'd love to learn more about you and how you could be a fit for our growing team here in San Francisco!

ABOUT THE ROLE

As the founding member of our Support Team, you will play the strategic manager role as well as helping to mentor and train a team of support members. The ideal candidate excels at both day-to-day technical support and building scalable support frameworks, processes, tools, and partnerships. If you are customer-obsessed, love to build, and are looking for a growth opportunity, we would love to hear from you!

SOME THINGS YOU MAY BE WORKING ON

Strategic planning

  • Develop, implement and scale our Technical Customer Support framework and strategy thinking about software tools to implement, SLA's and SOP's to develop as we grow and scale
  • Set goals and execute strategic initiatives to scale our support capabilities
  • Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives
  • Identify trends in customer requests and product performance and share those trends with internal Product, Engineering, and Partnerships to drive continuous improvement to our products and customer experience

Subject matter expertise and training

  • Become a subject matter expert on the Puzzl platform including all technical aspects
  • Create and architect our first Knowledge Base including articles on troubleshooting and how to use the Puzzl platform
  • Ensure the delivery of high-quality technical and soft-skills training for direct reports

Operations

  • Develop and maintain Support procedures, tech stack, and policies
  • Work cross-functionally with our product development teams to create and improve technical support tools

Customer Support

  • Serve as an escalation point for inbound technical support tickets (via phone, email and chat)
  • Coordinate escalations to our Engineering Teams and Customer Success

YOU HAVE

  • 5+ years experience providing Technical Customer Support
  • Experience building a technical support function from scratch (building out SLA's, knowledge base, etc)
  • Experience with support ticket management system, such as JIRA, Zendesk, Salesforce, etc and optimization of such systems
  • SaaS Customer Support experience; with an emphasis on API and/or infrastructure technologies
  • You are a strong communicator and act as the voice of the customer for internal team members
  • You love working on the more operational aspects of support and get excited at the prospect of laying down the foundation for our support department

NICE-TO-HAVE

  • People management experience
  • Interest in joining a fun fast-paced start-up in the payroll industry

PUZZL CULTURE

Puzzl is located in the SoMa district of San Francisco and we value in-person collaboration and communication as we grow and scale our business. We are a tight-knit, inclusive community that is into: music 🎵, cocktails �, pets ��, ping-pong � and above all else ~ high quality espresso ☕ but more importantly we value championing for our employees to bring their authentic true selves to work and aim to provide a fun and collaborative work environment for everyone!

OUR BENEFITS

  • 100% coverage health, dental and vision
  • Competitive salary and equity for all employees
  • Flexible time off
  • Monthly wellness stipend
  • Free snacks and drinks and Friday happy hours
  • Awesome Puzzl Swag

OUR INTERVIEW PROCESS

This is our process for most of our roles, but sometimes stages are subject to change from time-to-time, but we will definitely notify you of the change ahead of time.

Step 1: Chat with our recruiter or hiring manager

Step 2: Chat with one of our founders or hiring manager

Step 3: Take-Home Assignment

Step 4: Presentation/Final Interview with the team


Puzzl is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Source

https://www.indeed.com/jobs

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