Technical Customer Support Manager
Tread Carefully
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Peach | $100,000-$130,000
Steph's Notes:
We are looking for a client experience-obsessed individual to build, own and scale our client support function.
If this is the case, this really should be a more senior title – Head of, at least. But the salary, responsibilities, and requirements of the position seem otherwise appropriate for the title of manager, and the Careers page looks good.
Use insights and data from support interactions to suggest and implement improvements in collaboration with the product and engineering organizations
It's always nice seeing the collaboration between Support, Product, and Engineering called out as important in a job description – green flag!
Collegial work environment
Seeing this in the Benefits section made me laugh. Don't companies understand that this is supposed to be a given? I'm *more* suspicious if you feel the need to say something like, "Everyone's nice, we promise!!!"
Having said all that, the leadership team is 100% men, which is a bummer.
Original Job Description: Technical Customer Support Manager
At Peach, our goal is to improve the lending experience for everyone. We are doing this by offering an all-in-one, post-origination lending software platform that allows lenders to innovate and adapt.
We are looking for a client experience-obsessed individual to build, own and scale our client support function. This is an opportunity to join a small team of experts and make a huge impact on a rapidly growing industry with a best-in-class software solution
Responsibilities
- Own the front line of Peach Support including communication, process, tooling, and response metrics
- Use insights and data from support interactions to suggest and implement improvements in collaboration with the product and engineering organizations
- Prepare reports, dashboards, and materials for client meetings
- Aid in the building of knowledge repositories, guides, manuals, and training materials to support scaling of product education
- Be an advocate for clients internally and help us ensure a best-in-class client experience
- Requirements 3-5+ years of customer support experience with technical, API-driven solutions 2-3+ years of experience at startups or with fast scaling teams
- Experience with OpenAPI, RESTful API, Python, Go, JavaScript Existing domain knowledge of the lending industry, lending products and loan servicing. (bonus, not required)
- Ability to listen carefully and communicate clearly, both verbally and in writing
US Based $100,000 - $130,000 a year
Benefits/Perks
Work remotely anywhere in the US Full benefits, including healthcare, parking and/or commuter benefit, gym membership, and more Collegial work environment
Worked here?
I rated the posting. You might know the place. Anything you can add about what the job is actually like is worth more than my read of the job description — that's the whole reason this box is here.
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