Director, Product Support

Role Overview

• Oversee and enhance the user experience of our technology products for internal and external stakeholders (50%)
• Supervise the daily operations of Braven Programming’s customer support, including overseeing the support ticketing process and ensuring timely and user-centered resolution of issues across all systems.
• Support and improve escalation policies and procedures relating to the experience of users who engage with Braven’s products.
• Oversee the planning and execution of product training required for both users and support staff
• Ensure comprehensive support documentation and resources for technology products and processes.
• Collaborate with system owners, IT teams, and other stakeholders to escalate and resolve complex technical problems.
• Manage a team dedicated to addressing and resolving any problems users may encounter with a product (20%)
• Manage, mentor, and support a team of 4 system administrators who oversee critical tech systems.
• Ensure clear prioritization and division of labor across teammates, both weekly and quarterly.
• Ensure that the Product Support Team has clear communication and meeting structures that enable strong collaboration and alignment across the various workstreams the team supports.
• Ensure the team is equipped to handle incoming support requests, resolve technical issues, and provide high-quality system support.
• Oversee team performance and implement professional development plans to grow technical and problem-solving skills.
• Maintain a strong Product Support Team culture.
• Identify recurring issues, gauge the effectiveness of solutions, and continuously improve the overall support strategy (15%)
• Review ticket trends in Jira Service Management to inform product development processes and training, as well as the Product Support team's development needs.
• Define and monitor key performance indicators for our digital products.
• Incorporate user feedback and user-centric design principles into product development.
• Collaborate with internal product users (Regional teammates) through regular touchpoints to surface user needs and gauge the effectiveness of product development solutions.
• Serve as a critical contributor to product development projects at Braven (10%)
• Serve as a project contributor on scrum teams, focused on supporting new features or product launches with testing, quality assurance, training, documentation, and support.
• Collaborate with Product teammates as well as our Systems team to shape, support, and test changes to our systems.
• Serve as a project consultant for other Braven projects needing Product Support capacity, supporting user story drafting and clarity, prioritization, and directly contributing to work as needed.
• Other duties as assigned. (5%)

Requirements

• Bachelor’s Degree
• 5+ years of Customer Experience or Product Management experience in a technical support context
• 5-7 years of demonstrated excellence in customer service, customer success, and/or help desk support, as well as in project, program, or event management
• Demonstrated success in managing a team of technical support specialists, administrators, or similar roles
• Proficiency in Google Suite, Slack, Zoom
• Proficiency in Atlassian Products, including Jira Service Management, Confluence, and Jira Work Management
• Proficiency in Salesforce, Excel, Tableau, Canvas (or another Learning Management System)
• Experience with Form Assembly, Campaign Monitor, Mogli
• Strong understanding of system administration, ticketing processes, and user support best practices.
• Proven ability to develop training materials and empower non-technical users.
• Skilled at identifying recurring issues, improving processes, and implementing system enhancements.
• Exceptional problem-solving, communication, and collaboration skills.
• Exemplification of Braven’s core values.
• Experience that has informed your belief in Braven’s mission and has prepared you to work with, or for, Braven’s student Fellow population.

Tech Stack

• Assembly
• Tableau

Benefits

• Unlimited vacation time in addition to org-wide holidays and week-long shutdowns in July and the end of the calendar year (this is a minimum of 19 days per year)
• Braven supports your path to parenthood and beyond with $25,000 in lifetime Carrot benefits for fertility, family-building, and hormonal health
• Match of your 401K contribution up to 5% of your base annual salary, starting your first full month
• Coverage of 85% of health insurance premium for employee and dependents
• 12 weeks of paid parental leave
• A one-month paid sabbatical after 4 years on staff