Job Description:

Job Type: Full TimeJob Location: Pittsburgh, PACompany: myKaarmaWho is myKaarma?myKaarma is a highly integrated team of people that strive to streamline and make the customer experience of Automotive Dealerships totally frictionless and touchless. We believe in the science of evolution, while challenging the status quo is a fundamental part of our DNA. Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma's solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners.What is the role? As Manager of Support, you'll serve as the leader of a critical vertical within our Customer Experience Organization with direct oversight over all aspects of our Customer Product Support following our TPS management framework, you will leverage Genchi Genbutsu and Kaizen philosophies (among others) to both manage and evolve our current model with an acute focus on building a Support Team committed to delivering exceptional, industry-leading customer interactions via phone, chat, and email systems. You will embody a "lead from the front" philosophy while given the opportunity to mold an organisation as we grow in both size and doing so, your ultimate objective will be to build and lead our team of T1 Product Support personnel in all phases of our support offerings to include, but not limited to, process framework, team modelling, product knowledge, KPI reporting, hiring decisions, and shift schedules.This role reports directly into our VP, Customer Experience and is expected to also work closely other key stakeholders across our Organisation.As the leader of myKaarma's Product Support team, this role will have direct reports to include a team of T1 Support Representatives and a Sr. Support Engineer with the expectation headcount will be added as business dictates.Ultimately, we look forward to speaking with you if your approach and mindset align with the following Q&A sample:Interviewer: We've identified a month-over-month trend of increasing Support cases. What initial steps would you take to diagnose the situation prior to implementing potential corrective measures?Manager Support: I'd first look to better understand the situation from all angles (genchi genbutsu). How many cases in total, are there trends we can identify in terms of common issues, what mediums are being used to submit Support tickets, what existing processes are in place across the Support team & broader organization to address customer concerns, what resources are available for dealers to self-serve (if needed), etc. What will I do as the Support Manager?Leadership of our Multi-National Product Support team:Improve Support Customers Satisfaction of Support SpecialistsImprove Customer Effort Score of Support ExperienceDecrease Cost per ticket without decreasing CSATManage our current Canadian, Long Beach, and Pittsburgh based support teams.Identify & hire high-performing personnel to join our Pittsburgh, PA, and Long Beach, CA offices.Serve as a key stakeholder in setting up our Pittsburgh and Long Beach Offices in a way that allows the support team to thrive.Scale & model support operations rooted in performance excellence, professionalism, and revenue protectionOther Core Responsibilities:The management of our T1 Customer Support Organisation while cultivating a culture of high-level engagements, talent development, and an environment rooted in professionalism, consistency, and continuous improvementLeveraging existing experience in reporting core KPI metrics across broader organization while also having the ability to convert the analysis of said metrics into actionable processpersonnel corrections to drive improved performanceServe as a key stakeholder in Product Alpha-to-GA process to ensure Support Organization is both prepared and well-equipped to address expected customer outreaches pertaining to new functionality andor feature-setsEnsure seamless cross-functional alignment with Product Management and Marketing, synchronizing efforts to support new product releases and effectively triage support for impactful Go-To-Market strategies that directly affect our creatorsServe as the primary liaison between our customer baseSupport team and the rest of the Organization by representing customer experiences across the company by leading with a "Customer First" mentalityPartner with cross-functional teams to develop processes to capture key customer insights on customer experience, product challenges, enhancements, and growth opportunitiesServe as a positive change agent, ensuring the Support Organization is focused on company-defined priorities & objectives and are motivated to achieve themCommunicate effectively via voice and written communication and be a knowledgeable internal advocate to aid the constant improvement of our overall training processStay up to date and informed on product changes to maintain "expert" level knowledge of our software tools. Ensure changes are shared and understood by the broader teamSkills and Qualifications:Min. 5 years of overall experience, with 2+ years serving as a leader within SaaSProduct vertical with a documented track record in steering and innovating customer support strategiesExpertise in workforce management and staffing across various models, ideally represented by a track record of building & effectively managing top-performing teams across multiple support structuresExperience with customer support tech stacks including Zendesk, JIRA, Intercom, etc.Experience in all aspects of customer support operations, with a strong grasp of operations metrics, queueing theory, support platforms and technologyAbility to adapt and change based on the ongoing evolution of customer support technologies and methodologies to coincide with industry trendsDemonstrated track record in implementing performance-oriented strategies via Kaizen and PDCA efforts resulting in meetingexceeding performance targetsStrong collaborator and communicator who can partner cross functionally, create alignment and help drive results on initiatives and projectsAgility to become an SME across our product suite while demonstrating an in-depth understanding that positions you as a trusted authority within the organizationDemonstrated track record in attracting and retaining top talent while building a culture rooted in performance excellence, internal collaboration, and career developmentAbility to think strategically and innovatively.Experience with executive-level stakeholdersFamiliarity with TPS (Toyota Production System) management philosophy and core principles; preferred, not required.Proficient in Google suite of products; preferred, not required.We Offer:A casual, flexible working environment where we encourage values like "Active Dissent" with a highly aligned-loosely coupled organization that consistently achieves disproportionate results by using data driven decision making.We offer a mix of officework-from-home with a core focus on "getting the job done!"Paid medicaldentalvisionlifedisability benefitsUnlimited vacation time (subject to some practical constraints)Gym membership allowancePhone bill allowanceUnlimited snacks (in the office)