Technical Support Manager

| Chicago

About Showpad

At Showpad, personalities and cultures connect across oceans to create something extraordinary. As a top 10 software company in the Inc. 5,000 Europe list, Showpad is changing the game when it comes to sales enablement. Our employees create the engagement and impact that drives our success as we expand globally.

In the morning, we’re drinking San Francisco cold brew coffee with a side of Portland doughnuts – English scones for afternoon tea, and in the evening we’re toasting success with Belgian tripel Westmalle to a Chicago house tune.

About the position

Our customers are the lifeblood of our business. As Manager of the Technical Support team, your responsibility will be to build, mentor and coach a team that delivers value and support that’s so good our customers can’t help but tell their friends.

Key responsibilities as Technical Support Manager

  • Maintain a good relationship with the rest of the CS team, Engineering, Product and Sales teams. As your team will work in close collaboration with the engineering team, it is vital to keep a good understanding between the two teams. Teamwork is the basis of how we operate at Showpad.
  • Weekly 1-1s with your team members, challenging them to take them to take their career to the next level.
  • Making sure the team has the right tools, skills, training, to excel in their roles.

Work within the Global Technical Support team to achieve the common goals of outstanding customer support experience. The US and EMEA support team operate as one global team to ensure effortless customer experience across the globe.

As we grow, we need a structured balance between standardization and freedom to deal with issues as they come + taking the actions that are needed. You will be responsible to help Showpad continue to build this structure.

In the beginning, you will be working on tickets to get a better understanding of our customer needs. You will also collaborate with the self-service team members within the support team, who are responsible for our Help Center.

In close collaboration with the customer success directors, you will help build out the support team as part of the customer success team in such a way that it will keep supporting fast growth, taking into account the goal of the entire success team: retention and growth of existing accounts. This role reports to the Global Director of Technical Support up through the Global Head of Customer Success.

Skills we are looking for

  • 1-2 years of experience in a technical support management or customer service management role in a software company. Saas experience is a plus
  • 2-3 years of experience managing a team
  • A technical background (knowledge of HTML, SSL, DNS, Salesforce.com, APIs)
  • Excellent relationship building skills
  • Have a coaching & challenging approach to people management
  • Commitment to providing an effortless customer experience
  • Excellent troubleshooting skills
  • Analytical skills
  • Excellent English communication skills
  • A great interest in mobile and web applications
  • Knowledge of tools like Jira & Zendesk are a nice plus

What you can expect from Showpad

On the outside, we’re building the industry’s most comprehensive unified sales enablement platform to give sales teams the content and the knowledge they need to win in one convenient platform. On the inside, we’re redefining the workplace. Showpad is a global company where personalities and cultures across oceans collide to create something extraordinary.

 

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Technology we use

  • Sales & Marketing
    • WordpressCMS
    • SageCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

Centrally located in the Loop and easily accessible for all commuters with tons of options for lunch.

An Insider's view of Showpad

What’s the vibe like in the office?

The vibe in our Chicago office is unlike any other startup I've ever been a part of. Everyone is smart, humble and effective. Even though we are all busy, everyone is always willing to offer help or guidance - even if it outside of their wheelhouse. We all genuinely enjoy each other's company and want to see our teammates succeed.

Grace

Office Manager

How do you collaborate with other teams in the company?

Collaboration is absolutely key for my team, since we’re tasked with bringing many different groups together. And as an international organization, we’re building relationships not only across departments, but across the world too. The key for us is to show how we provide value and prove how our collaboration impacts both revenue and culture.

Gauri

Head of Global Business Development and Alliances

What makes someone successful on your team?

On my team, we grit, we grind. We’re resilient and ambitious. We do what it takes to succeed, while ensuring we maintain a thoughtful and genuine approach. We know the buyer experience starts with us and the people that succeed are equal parts authentic and motivated.

Aaron

Senior Manager of Sales Development

What is your vision for the company?

We’re building the future of sales & marketing success, by empowering sales & marketing teams to sell the way buyers want to buy. We’re delivering a better buyer experience, intelligent sales content and an analytics-powered platform that’s smarter than traditional sales enablement.

Jason

President & COO

What are Showpad Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Diversity Program
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