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Manager, Customer Support

| Greater NYC Area

Do you ever wonder what happens inside the cloud?

Based in New York, Berlin, Bangalore and Cambridge, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by few companies.  

We want people who are passionate about fine-tuning the performance and accelerating the personal development of their team members.

We are looking for a passionate Manager to lead our third shift support team in Berlin. Reporting to the Senior Manager of Customer Support, this person will have strong opinions about the direction and performance of the team, demonstrate a deep understanding of DO (customers, policies, and procedures), desire to help others reach their full potential, and feel responsible for the efforts of their team. They will yearn to invest their skills, energy, and focus on developing and maintaining a shift that is founded on authenticity, love, transparency, efficiency, accountability, collaboration, empowerment, and fun!

 What You’ll Be Doing:

  • Place the customer experience at the forefront of their work
  • Manage & triage the queue to reduce wait times & optimize customer experience
  • Schedule appropriate coverage for Platform Support duties and alert leadership to conflicts and gaps
  • Act as first-point-of-contact for escalations to leadership
  • Ensure escalations on shift are routed, prioritized, alerted, and resolved properly
  • Report on to leadership regarding the daily & monthly performance of shift members
  • Provide weekly feedback to direct reports on productivity & QA
  • Understand the obstacles, setbacks, triumphs, & motivations of shift members
  • Own handoffs between shifts on both an individual & leadership level
  • Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
  • Advocate for the perspective of direct reports on their shift to leadership
  • Advocate for the perspective of leadership to their direct reports

 What We’ll Expect From You:

  • Ability to motivate shift members to reach their potential
  • Attention to detail in relation to what happens during the shift
  • Ability to find the answer, even if you don’t know it (JIRA, escalation, outreach to other teams, etc)
  • Ability to accomplish the tasks that are asked of Support Specialists on the shift
  • Effective delegation of tasks, roles, and project work
  • Ability to take de-escalated complex and difficult escalations
  • A reputation for holding shift members to a high performance standard
  • Solid analytical skills & the ability to work with metrics, numbers, & trends
  • Ability to build relationships with a wide range of stakeholders at all levels
  • Ability to transition between hands-on & tactical to complex & strategic work with ease
  • Ability to corral a conversation with multiple voices into a productive & brief discussion without leaving anyone feeling marginalized
  • Problem-solving skills that can unite people in a genuine & authentic way to work together & drive solutions & successful outcomes

 Why You’ll Like Working for DigitalOcean:

  • We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
  • We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
  • We want you to love where you work. We are very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to take an all-expense-paid trip to our office to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office. We offer a monthly gym reimbursement to support your physical health. 
  • We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Department: Customer Support

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • CLanguages
    • RLanguages
    • F#Languages
    • jQuery UILibraries
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ConsulDatabases
    • ZKDatabases
    • Google AnalyticsAnalytics
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • MailChimpEmail
    • MarketoLead Gen


Easy to access for employees both in and outside of NYC, we're located in the heart of SoHo.
101 Avenue of the Americas, New York , NY 10013

An Insider's view of DigitalOcean

What are some social events your company does?

We host an annual Shark Week where the entire company comes together for a week of learning, team time, opportunities to network cross-functionally, social activities, and more. We also host internal Hackathons (or Shark-a-hacks, as we call them) twice a year!

Olivia Melman

Manager, Recruiting Operations

What are DigitalOcean Perks + Benefits

DigitalOcean Benefits Overview

DigitalOcean benefits offerings vary by region. You can expect to enjoy things like:
- Full Health Coverage: Fully paid health benefits for all our employees. Nobody gets sick on our watch
- Commuter Benefits: Local employees receive a monthly metrocard or equivalent reimbursement for remotees
- 401k Plan: It's never too early to start saving. DigitalOcean matches up to 4% of every employee's salary
- Education Support: All employees receive a Kindle and reimbursement for conferences, training or education
- Gym Reimbursement: Up to $100 per month to support your physical health
- Custom Workstations: Mac? PC? Linux? We’ll hook up your rig with your preferred equipment
- Free Meals Every Day: Food tastes better when you’re eating together
- Flexible Vacation Time: Take the time you need to live a balanced and fulfilling personal life
- Headphones: Up to $100 for headphones of your choosing
- Teambuilding & Social Events: Hackathons, Shark Week (our annual company retreat), team offsites, anniversary parties and more

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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