About Paperspace

Paperspace is a high-performance cloud computing and ML development platform for building, training and deploying machine learning models. Tens of thousands of individuals, startups and enterprises use Paperspace to iterate faster and collaborate on intelligent, real-time prediction engines.

Paperspace is backed by leading investors including Battery Ventures, Intel Capital, SineWave Ventures, Sorenson Ventures, Y Combinator and Initialized Capital.

Paperspace’s Support team prides itself on creating an approachable, human voice for a complex and technical product. The Support Manager is responsible for coordinating the efforts of our Support Team, and for representing Support to the organization at large. The Support Manager works with Support Specialists to provide world-class online support, maintain up to date customer-facing and internal documentation, solve complex tickets, and embody the voice of Paperspace. They also collaborate with Product, Engineering, and Sales to lend the customer perspective and expertise. The Support Manager leads by example, guiding their team through challenges to success. 

Team Manager Responsibilities

• Help Support Specialists meet their professional goals, prioritize tasks, develop work efficiency, and clearly communicate areas of improvement, including quarterly reviews

• Coach Support Specialists through their side-projects. Each team member works on projects in their area(s) of interest, and the Manager keeps them on track to prioritize and move their initiatives forward.

• Engage with Paperspace customers through Zendesk support and occasionally email correspondence 

• Own support processes to effectively handle issues like escalations, service incidents, shift handoffs, onboarding of new Specialists, and identifying areas for improvement

• Own the administration of Zendesk, including ticket workflows, automations, macros, SLAs, and reporting. 

• QA support tickets regularly for tone, accuracy, and content

• Establish team KPIs and identify trends in support that could lead to product recommendations, shift changes, and new hires

Leadership/Big Picture Responsibilities

• Represent the support team and the customer in product development meetings and other inter-departmental initiatives

• Work with the VP of Sales and members of leadership to develop what Enterprise Support looks like for Paperspace. This includes Support’s role in onboarding, implementation, troubleshooting, and white glove support. 

• Engage with users and team members to provide a meaningful and constant feedback loop

• Keep your finger on the pulse of trends in Support both for the customer and for your team

• Prioritize issues and communicate requests on behalf of the entire Support team

• Work with Sales and leadership to develop processes to serve our new Enterprise pipeline

• Maintain and oversee the development of our internal knowledge base and customer facing help center

About You:

• Paperspace offers highly technical products, so experience supporting, using, and troubleshooting technical products is key. Experience and knowledge in the data science, machine learning, and computing space is highly preferred. 

• You have 2+ years of leadership experience, preferably in a technology/startup environment.

• Experience with semi-distributed teams, tiered support, technical support, and/or customer success/account management preferred

• You’re highly empathetic - you’re able to understand and communicate the perspective and concerns of your users and your team

• You’re a chief multitasker - able to balance and prioritize multiple projects and initiatives

• You have experience engaging with customers while providing top-notch support

• You’re an expert organizer with experience implementing processes. You’ll be responsible for identifying and executing on new workflows that need refining.

• You’re not only a collaborator, but also a self-starter. You can identify gaps and create initiatives with little direction.

• Our toolstack: Zendesk, Metabase, Slack, Github, and Jira. Experience with these tools preferred. 

Benefits 

• Competitive salary

• Health insurance, with vision & dental (US-based employees only)

• Employer-matched retirement benefits (401k)

• Generous vacation policy

• Fitness & wellness benefit

• In-office employees share one meal a day together

• Commuter benefits with contribution from the company

We are an equal opportunity employer that values and welcomes diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Please apply via Lever - https://jobs.lever.co/paperspace.