Manager 1 Service and Support

The Product Support Management Team provides coaching, feedback and guidance to Product Support Experts in order to best support our customers' unique needs as well as contribute to team-wide goals and initiatives. Our managers work collaboratively to lead their teams with the department's vision of remaining 'customer obsessed' at the forefront of their mind - we listen hard to customers, understand their challenges, and develop relationships with them to remove their obstacles.

We're looking for a Manager of Product Support to join our team. Our ideal candidate has demonstrated success managing customer-facing 24/7 support teams. This role will have a significant, direct impact on Mailchimp's customer experience and broader impact on company operations. They are an inclusive leader, who recognizes the value diversity brings to our organization and leverages different perspectives to enhance our culture and drive performance. This person will report to a Senior Manager of Product Support and work collectively with other members of the Product Support leadership group on larger department wide initiatives.

Responsibilities

• Lead a group of 6-10 direct reports responsible for addressing customer requests according to team-wide performance standards and practices.
• Set clear and challenging expectations and goals for direct reports that support department-wide initiatives and use data to evaluate, identify and coach performance to hold the team accountable for goals and KPIs.
• Provide regular communication on day-to-day priorities and work direction for the team, focused on maintaining steady workflow and productivity.
• Review and assess customer feedback to identify trends and areas for
• Provide coaching to ensure direct reports maintain up to date platform knowledge to resolve customer issues promptly at first contact.
• Identify customer centric training opportunities to promote skill development for direct Provide stretch assignments and encourage personal development for further career growth opportunities.
• Communicate and collaborate comfortably with co-workers across all levels, functions, and jobs to meet shared team objectives and goals.
• Participate in management on-call rotation ensuring quick resolution to escalated customer issues and platform outages as needed.
• Ensure policies, practices and procedures are understood and followed by direct
• Ensure the team's work is aligned with Intuit's Mission, Operating Values, and Input