GRIN
GRIN is a comprehensive software platform that empowers brands to manage and scale creator programs. As a leader in influencer marketing solutions, GRIN offers tools for creator discovery, relationship management, and content management, along with robust analytics for tracking ROI. The platform integrates with multiple social media and commerce platforms, facilitating seamless communication and collaboration between brands and content creators. With a focus on building effective partnerships, GRIN helps brands enhance their marketing strategies through the use of influencers, brand ambassadors, and customer advocates.
ecommerce and creator management
Manager - Technical Support
4 days ago
🇺🇸 United States – Remote
💵 $108.5k - $127.5k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
📞 Support Engineer
🦅 H1B Visa Sponsor
GRIN
GRIN is a comprehensive software platform that empowers brands to manage and scale creator programs. As a leader in influencer marketing solutions, GRIN offers tools for creator discovery, relationship management, and content management, along with robust analytics for tracking ROI. The platform integrates with multiple social media and commerce platforms, facilitating seamless communication and collaboration between brands and content creators. With a focus on building effective partnerships, GRIN helps brands enhance their marketing strategies through the use of influencers, brand ambassadors, and customer advocates.
ecommerce and creator management
📋 Description
• As GRIN’s Manager, Technical Support you will manage, mentor, and grow the technical support team. • Our Technical Support Engineers respond to customer needs via email and chat in Intercom. • Collaborate closely with engineering to troubleshoot software issues. • Ensure this team is enabled via training, systems and processes set up to deliver best-in-class support. • Play a significant role in designing and implementing an expanded support model, including phone, expanded hours, and strategies for ticket deflection.
🎯 Requirements
• 5+ years of experience in SaaS support • 2+ years of experience as a manager (of SaaS support is a plus) • Prior experience with Intercom or equivalent ticketing system required • Excellent leadership skills and a commitment to customer service • Demonstrated operational excellence in process development & improvement, and managing a team in line with high expectations • Able to be flexible at responding to evolving business priorities and dealing with ambiguity • Able to collaborate across the organization and with external stakeholders and customers • Strong operational skills that will drive organizational efficiencies and customer satisfaction • Strong technical acumen with the ability to quickly learn a new technology and support others in troubleshooting • Experience with tiered, multi-channel support a plus • Experience with Jira a plus
🏖️ Benefits
• 16 days of PTO + 10 sick Days + 15 paid holidays • Medical, dental and vision insurance • 401(k) program plus company match • Paid child bonding leave • Home office set up reimbursement • Co-working space reimbursement • Employee stock option program • Professional development stipend • #LI-Remote
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