User Support Manager

| Greater NYC Area
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Why Work at LiiRN

LiiRN is a people-driven, change management platform that helps turn complex strategic goals into bite-sized, achievable actions. Basically, we tap into a company’s awesome sauce, their people, and put it on everything.

That means we leverage insider wisdom whether C-suite or on the frontlines and put it to work keeping everyone across an entire enterprise focused on where change matters most. We’re like invisible business transformation guardrails that allow organizations of any size to make moves quickly from the bottom up.

Now we’re growing and searching for a few amazing people to join us on our journey to change change.

While we’re fans of the rare and exceptional we’re not a startup looking for rockstars or unicorns, those belong on a stage or in an enchanted forest.

At LiiRN we’re looking for captains, people that can steer the ship, but also take direction and work well with others. We’re trying to add to our lean crew of killers that not only complement each other but also have a perfect balance of proficiency and personality. As a small NYC based team that intends to stay that way, we need folks that mesh well and can help us all be better together.

Oh, and we may be a startup, but we’re flush and focused on success in the long AND short term, i.e. we’re fully funded and already working with Fortune 500 companies.

That means steady paychecks and proper compensation and benefits, all with no BS and the added bonus of some well-known names to put on your resume so there’s no padding needed.

Position Overview

If you get a smug sense of self-satisfaction from pointing out and then fixing other’s problems and telling people what to do and how to do it correctly then you’re in the right place.

LiiRN’s User Support Manager will have their fingers on the pulse of what’s working or isn’t when it comes to our users’ experiences. You will provide advanced software support to our clients and process client issues and requests in a timely and professional manner.

Here, User Support works directly with our Enterprise users. You’ll help onboard them, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.

In this role, you’ll be…

  • Building and managing a remote user support team

  • Investigating, reproducing and defining issues based on ticket information, customer input, and relevant documentation

  • Using expert questioning and listening skills to identify, research and resolve customer issues and requests

  • Helping us to identify areas where improvement is needed, and craft plans to make those improvements

  • Connecting with real humans and helping to drive actual change for some of today’s most influential and successful companies

  • Spending the majority of your time handling online ticket management and support

To qualify for this role, you need...

  • 3-5 years of user support management experience with a primary focus in Enterprise Software-as-a-Service (SaaS)

  • Tech savvy and fluency in online support and ticket management, such as Freshworks and Jira Service Desk

  • To be a go-getter, self-starter, team player, and while you love collaboration you’d never find yourself as the butt of a how many people does it take to screw in a lightbulb joke

  • To have lived and worked in New York City before, because we honestly love it here and even if you're awesome, unfortunately, we have no plans of moving

  • Experience working with remote teams

  • Exceptional verbal, written and listening communication skills

  • Superior customer service skills

  • A detail oriented, proactive, problem-solving mindset that can break down complex issues into smaller, actionable parts

  • To be a high performer who checks their ego at the door and can roll with the reality that we’re a SaaS platform with a bit of sass

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Location

368 Broadway Suite # 503, New York, NY 10013

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