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Calendly: Senior Manager, Technical Support


This is a Full-time position in Atlanta, GA posted November 15, 2021.

Senior Manager, Technical SupportWhat is Calendly?Calendly takes the work out of scheduling so our customers have more time to work on whats really important.

Our software is used by millions of people worldwidewith thousands more signing up every day.

To maintain this exciting growth, were looking for top talent to join our team and help shape the future of our product.Why join Calendlys Customer Experience team?We are looking for a proven highly technical team builder capable of building, scaling & inspiring, a world-class Technical Support team.

In this role as a key leader of the broader Calendly Support team, you will be building a team of talented individuals that support both the developers who build on our platform and the customers that use Calendly.

You will help deliver a cohesive world-class experience to developers and non-developer clients with complex technical needs and assist them with troubleshooting everything from APIs to offering advanced integration support.

We are building a robust ecosystem for developers wishing to create integrations and connected experiences on top of our APIs and supporting those who build on it is as critical as helping those who use it..

Your main priority will be building and leading a team to help customers utilize Calendly as successfully as possible.

A customer-first mindset is a must as great customer experiences fuel the adoption of our product.Our Technical Support team works closely with both the Customer and Product teams as user advocates and gives an internal voice to our developer community.

This role will focus on evolving our current processes to scale while ensuring we are accurately and quickly resolving our most complex customer issues.

This is a demanding role that requires strong leadership, time management, and communication skills.

Our ideal candidate will be a high performer with a technical background and experience building and leading customer facing technical teams that are comfortable in a fast paced, high volume environment.

Your team will look to you for guidance to help them reach their goals and grow in their careers.

You will communicate openly and regularly with your team members about their performance, aspirations, and well-being.Some challenges youll get to tackle:* Building and leading a high performing developer-level support team* Assisting third party developers that interact with Calendly through an API and webhooks* Coaching and mentoring other managers in the broader Support organization* Supporting internal teams such as Sales, Support and BizDev* Answering questions on our Developer Portal, support tickets, and from other teams* Assisting with dev requests stemming from customers that require bulk actions* Measuring team effectiveness by clearly defining operational outcomes and creating a cadence for review with the team* Assembling customer and developer feedback with supporting data to influence product direction* Driving continuous improvement through updating internal processes and implementing best practices* Partner proactively with other teams, such as Product, Engineering, Customer Success, Self Service, and more, to improve the overall Calendly developer experienceThis opportunity is for you if you have/are:* 5+ years of experience leading a technical support team to achieve operational KPIs and CSAT/NPS and have an operational excellence mindset* 7+ years of experience in an advanced customer support role and you know that every bit of work you do makes a real difference in making a customer happy* You care deeply, genuinely and passionately about customer and developer support and about the role it plays in making a customer centric team successful* Are well-versed in web development fundamentals such as RESTful APIs, webhooks, HTML/CSS, JavaScript, JSON, Python, PHP, Ruby, OAuth and API keys* You are comfortable with at least one server-side language such as Node.Js or Ruby* Salesforce certified (ADM 201) preferred* You care deeply about data and love deriving insights, showing strong analytical experience* You are skilled at explaining technical problems succinctly and clearly* Have an aptitude for fast and agile technical learning a strong technical acumen with the ability to quickly analyze problems and identify solutions* Demonstrate determination in getting to the bottom of complex issues* Have the ability to self-learn difficult concepts and skills* Are adaptable to the changing needs of our developers, and the evolving responsibilities to address those needs* Ability to comfortably interact with a wide variety of customers with varying technical savvy* Customer first mentality with a track record of going above and beyond to serve customers* Impeccable time management skills and an ability to self-direct* US Citizenship or Permanent Residency (we do not sponsor at this time)Calendly is registered as an employer in many, but not all, states.

If you are not located in or able to work from a state where Calendly is registered, you will not be eligible for employment.

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