Product Support Manager
About Orchard
Orchard is radically simplifying the way people buy and sell their homes. For the average American, the home purchase and sale process takes months, creates anxiety, and is filled with uncertainty and hassle. Orchard has reimagined the end-to-end experience of buying and selling, from innovative home search tools to find the perfect home to the ability to buy a new home before selling your current one. Orchard customers manage the entire experience through a personalized online dashboard, while also getting the support of best-in-class Orchard real estate agents.
Headquartered in New York City and with offices throughout Texas, Colorado, Georgia, North Carolina, and Virginia, Orchard has over 700 employees and growing. We've recently raised $100 million in Series D funding at a valuation over $1 billion and have financing from top-tier investors including Revolution, Firstmark, Accomplice, Navitas and Juxtapose. Our investors have also backed the likes of Pinterest, AirBnb, Shopify and Sweetgreen. We're proud to be recognized by Glassdoor, Inc. Magazine, Fast Company and Forbes on their lists of best places to work.
About this role
This is an exciting time to join a high-growth team at the ground floor and play an instrumental role in making the home buying and selling experience frictionless for our customers.
You will hire and lead a new Product Support Team to provide support for our Orchard Home Advisors, Listing Agents, Transaction Coordinators, and other roles on Orchard software products. You’ll be responsible for triaging and resolving or escalating user issues through support channels and proactive monitoring. You will partner with our Product and Engineering teams, as well as cross-functional stakeholders, to refine our support processes, prioritize bugs and root cause fixes, and develop subject matter expertise on the complex business processes that power Orchard’s business.
In this role you will:
- Hire, manage, and lead a team of Product Support analysts
- Develop a high-performing team culture through continuous performance management and career growth
- Administer the entire lifecycle of reported issues: triage urgency, troubleshoot with the user, escalate to engineering if necessary, and follow through to resolution
- Become technically familiar with internally-developed applications to be able to provide front-line troubleshooting support to users
- Develop and maintain knowledge base for workflow documentation, troubleshooting articles, and other training materials
- Scale our support model by exploring and implementing continuous improvements to documentation, policies, and procedures
- Be the voice of our users when collaborating with Product and Engineering teams to present recommendations for feature improvements
- This role has a rotating on-call component that requires some work outside of normal business hours
About You:
- 4+ years of experience in an Product Support role
- 2+ years of experience managing teams within an Product Support domain
- Experience with SQL
- Experience with HTML / CSS / JavaScript and web troubleshooting
- Excellent user-facing and stakeholder communication skills, both written and verbal
- Proven professional experience with project management, process improvements, and building processes
- Ability to work quickly, juggle multiple projects, and adapt to shifting priorities
- Experience configuring and managing customer issue management tools (Jira, Zendesk) a plus
- Some coding experience a plus
Orchard is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.