Product Support Manager EMEA
Culture Amp
London
3d ago
source : Index Ventures

Who We Are

What do Airbnb, Slack and Salesforce have in common? They use Culture Amp every day to make their workplaces better, along with over 2,500 other companies from around the globe, making up a community who stand together to improve the world of work.

With offices in Melbourne, San Francisco, New York, and London, Culture Amp isn’t just for fast-growing startups - we’re for every organization that wants to put culture first.

By making it easy to collect, understand, and act on employee feedback, we enable People teams to make better decisions, demonstrate impact, and turn company culture into a competitive edge.

It’s what makes us the world’s leading people & culture platform.

The Opportunity at Culture Amp

You are deeply curious and passionate about people and culture. At heart, you're what we call a people geek. Culture Amp is looking for an exceptional Product Support Manager, EMEA to join us in our mission to make as many culture-first companies possible through accessible people analytics.

We have a need for someone to lead and mentor a team of Product Support Specialists in our EMEA market, based out of our London office.

Your first 90 days might feel like you’re onboarding for an individual contributor role, as you’ll be required to learn the platform and the inner workings of our practice in an effort to build empathy for what the team and customer experience is.

This will include supporting customers directly and we expect you to use this experience to :

  • Actively monitor our Support channels (email, Zendesk, Intercom, etc.) for quality assurance while coaching the team on improvement areas
  • Partner with other Product Support leaders to identify and recommend process changes (as needed)
  • Partner with leaders and product teams as needed to ensure a full understanding of any customer issues or escalations and their current status and / or resolution with a focus on needs unique to the EMEA market
  • Drive visibility of the team’s need for any internal support and / or resources and partner with the Support Operations Manager to identify solutions
  • Use Culture Amp to perform weekly 1 : 1s, bi-annual Performance Evaluations, and bi-annual Growth Check-ins with your team members in an effort to set and track expectations, learn from them, and provide mentorship and guidance on whatever is on top of their mind
  • Assist in Support channels as needed
  • What You Bring to Our Camp
  • Experience in a leadership capacity, preferably in a Customer Support or Customer Success environment where you have been responsible for other team members and the customer experience
  • Experience and confidence in your ability to handle customer and team escalations and manage expectations
  • Administrator-level knowledge in Zendesk, Intercom, or other help desk system
  • Experience partnering with Sales, Success, Product, and other teams in an organization to deliver on the needs of existing and potential Culture Amp customers
  • Comfortable being a key member in recruiting, hiring, mentoring, and developing individual contributors and not being afraid to deliver difficult feedback when necessary
  • What We Offer

    Culture Amp really practices what we preach. We are extremely proud of the Culture we have built, but don't just take our word for it, our Glassdoor reviews speak for themselves!

    We want every Camper to feel at home and do their best work at Culture Amp, so we have 4 values that we live by, take a read, and if this sounds like the environment for you, please apply!

    We have a strong commitment to Anti-Racism, and we believe in leading through example. Every step we make as a business towards anti-racism is another step we can support our customers in making a better world of work.

    You can see our current commitments to Anti-Racism here.

    But that’s not all!

    Flexible working hours - in this crazy time, make your work schedule work for you

    MacBooks for all!

    Shares - it’s important to us that everyone is an owner and can share in our success.

    Medical insurance

    Fun and inclusive digital, and (in the future) in-person events

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