Bluecore is a marketing technology company that’s reimagining how the world’s fastest growing retail brands transform casual shoppers into lifetime customers. Through our patented retail data model and the recent release of Bluecore Communicate™ and Bluecore Site™, we replace manual processes with an intelligent, AI-driven workflow. We are credited with doubling email revenue, and increasing customer retention for more than 400 brands, including Express, Tommy Hilfiger, The North Face, Teleflora, and Bass Pro Shops. We have been recognized as one of the Best Places to Work by Glassdoor and ranked No. 241 on the Inc. 500 List, the most prestigious ranking of the nation’s fastest-growing private companies.

The Product Support team at Bluecore is committed to delivering quality products and services by holding each other accountable and always being open and honest. Our function is globally distributed so that we can provide top-notch 24/7/365 technical product support and enablement for both internal and external customers. We use curiosity and creativity to drive ourselves and our customers towards higher levels of success while fostering a fun and collaborative environment.

We are looking for a passionate, creative, and highly competent Product Support Manager to lead our US-based team. Your job is to empower our Product Support Engineers to do their best work and make the lives of our customers better when it comes to getting more out of our product. This is an integral role at Bluecore as you will interface with several internal cross-functional departments on both R&D and customer-facing functions to help work through any challenges our customers have with our product and ultimately make them want to shout from the rooftops about how much they love Bluecore.

The R&D team at Bluecore is motivated by customer performance, providing business solutions and identifying opportunities for customers to extend the use of Bluecore products and services to help achieve maximum benefits. You will be working directly with a wide variety of customers at some of the most innovative companies in the world, helping them extend their usage of Bluecore to help their eCommerce shoppers have a better online experience.

The ideal candidate is a customer-centric, out-of-the-box thinker who loves solving challenges for our customers and is organized, resourceful, and tenacious. We are a growing company with an “all hands on deck” and “roll up your sleeves” work ethic.

Responsibilities

• Provide 1-1 career coaching, mentoring, and management support to develop a team of Product Support Engineers that provide email-based support directly to internal and external customers
• Recruit, onboard, and performance management of support engineers
• Strong leadership acumen that inspires trust and confidence. Credible, reliable, and drive results. 
• Facilitate an environment of trust & confidence within your team that places importance on knowledge sharing, transparency, and working as a team to achieve a shared goal.
• Develop an in-depth applications knowledge of Bluecore products, services, and systems in order to provide excellent 24/7 customer service, and strive to develop brand loyalty.
• Maintain, implement, and continuously improve policies and procedures regarding how issues are identified, received, documented, distributed, and corrected to ensure maximum issue resolution in minimum time to meet Service Level Agreements with high customer satisfaction
• Establishes objectives and directs staff activities to improve product support practices in the areas of quality, knowledge-centered support and resolution timeframes; ultimately driving product supportability
• Facilitate collaboration with Bluecore’s globally-distributed engineering teams, product owners, customer success teams, and stakeholders to effectively communicate with and solve interesting and challenging problems across our marketing platform
• Analyze data from client issues and make recommendations to the R&D team on possible improvements
• Foster an excellent work environment in a fast-paced engineering culture of continuous improvement

Requirements

• 5+ years of customer service experience and 2+ years of management experience
• Proven track record of supporting complex software products (such as custom SaaS solutions, big data platforms, etc.)
• Excellent mentoring skills to help your team of product support engineers make technical, customer support, and career progress in a meaningful and demonstrable way.
• Ability to both deliver and receive feedback to and from your team in a constructive way, and then taking this information to create actionable plans that produce results and give everyone the opportunity to have an impact.
• Proactive, energetic attitude and a desire to work in a results-oriented environment, coupled with a willingness to jump in and get your hands dirty when needed and a drive to continuously challenge oneself to learn new skills.
• Desire to take on new responsibilities and leverage the subject matter expertise of others across the entire Bluecore organization to grow your own abilities and knowledge while also doing this for others seeking the same from you.
• Excellent communication skills, used to collaborate with and gather productive feedback from other teams within R&D and across all functions of the company, with the ultimate goal of driving Product Support initiatives in a highly-efficient and data-driven manner.
• Desire for creating and maintaining issue, process, and runbook documentation with attention to detail in communications.
• Experience and proficiency with ticketing tools and systems (Zendesk & Jira highly preferred)
• Demonstrated problem solving abilities and strong technical skills (SQL required, with HTML, CSS, JavaScript, or Python preferred) and the ability to quickly learn technical concepts and troubleshoot to resolve customer issues when needed.
• Ability to prioritize and manage yourself to get things done with minimal oversight.
• Experience working in, and a love for startups or similar smaller company environments where you’re able & expected to take full ownership over projects, bring in new ideas, and implement change quickly with the support of a highly-qualified team. Someone who is excited by a fast-paced environment where innovations & frequent evolution is key.​
• Experience supporting similar industry solutions preferred: especially data-driven/complex/customizable enterprise​ ​SaaS​ products within the marketing/advertising/e-commerce or other emerging technology (Artificial Intelligence, etc.) spaces.

Benefits:

Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest growing marketing technology companies.

- Comprehensive medical, dental, and vision insurance

- 401(k) plan

- Monthly discretionary reimbursement towards fitness, home office and/or Learning and Development opportunities

- Generous Parental Leave & flexible vacation policy

At Bluecore we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

Bluecore is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.