Support Manager

Posted 2 Days Ago
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Boston, MA
Hybrid
Senior level
Fintech • HR Tech • Information Technology • Productivity • Software
Robin is the leading hybrid workplace experience platform.
The Role
As a Support Manager at Robin, you will lead the Technical Support team, coaching and developing team members, managing complex customer issues, and collaborating with engineering and product teams to enhance customer experiences. You'll prioritize customer tickets in Jira and work to innovate support processes.
Summary Generated by Built In

About Robin:

Robin is the leading hybrid workplace experience platform. Since 2014, we’ve empowered people to do their best work by building tech solutions that fuel vibrant workplace experiences, from industry-leading desk booking and room booking to streamlined visitor management. Today, we are laser-focused on helping companies reimagine office spaces using their own office data points. Robin distills data into action-oriented and automated insights based on that information. Understand the workplace so you can optimize it and up-level team collaboration.


Hybrid WorkWe believe in creating a workplace environment where magic happens, where the best work gets done when employees have the best of both worlds. As our teams value the energy of in-person collaboration and the productivity of heads-down remote work, we ask our Robinauts to come into the office at least two days a week, so we can live by our customers’ experiences and address pain points to make our product even better.


We’re seeking an inspiring Support Manager to lead our Technical Support team and ensure our customers have the best possible experience.

This role is interesting because:

  • You’re the escalation point for complex issues and tasks faced by your direct reports.
  • You’ll be integral in coaching and developing your team’s skills and processes.

You are qualified if you have experience:

  • Developing and mentoring your team, including being able to help with continuous training, improvement and tracking KPIs. 
  • Managing both in person and remote employees.
  • Owning high-priority and escalated customer issues and being able to help prioritize tickets in Jira. 
  • Finding trends in common customer issues, allowing you to work cross-functionally with our engineering and product teams to relay feedback and improve customer experiences. 

How our values show up in this role:

  • Drive: You dig into problems raised by customers and your team, clear any confusion and guide them to a solution - you see things through to the end.
  • Innovate: You’re passionate about creative problem solving and look for efficient paths to resolution in customer tickets and internal processes.
  • Adapt: You thrive in a fast-paced environment and enjoy collaborating with your team as well as with people from all areas of Robin.
  • Unite: You are a strong communicator and ensure your team members always have the information they need to be successful. 

Benefits:

- Medical & Dental Insurance through Blue Cross Blue Shield covered at 85% for employee and family members. 

- Vision Insurance offered through EyeMed

- Company sponsored 401k with up to a 3% match

- Incentive Stock Options

- 100% Paid Parental Leave

- Flexible vacation time (that we actually use!)

- 12 company holidays


Perks:

- Professional Development Stipend 

- Talent Referral Program 

- Recognition perks

- Annual company kickoff in Boston

- In-Office Commuter Stipend


We Celebrate Diversity

Robin is committed to creating a workplace that reflects the world around us. We believe that the key to good work is empowering our people and we know that diversity and inclusion are a large part of this equation. Our realities shape our everyday experiences and it’s our responsibility to our employees, our customers and our communities to address the issues with workplace representation. Robin does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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What the Team is Saying

The Company
HQ: Boston, MA
150 Employees
Hybrid Workplace
Year Founded: 2014

What We Do

Robin is the leading hybrid workplace experience platform. Since 2014, we’ve empowered people to do their best work by building tech solutions that fuel vibrant workplace experiences.

Our platform redefines work and community building for hybrid companies everywhere. With industry-leading desk and room booking software alongside our powerful workplace analytics, our mission is to empower people to do great work and foster a sense of community.

Read more about how you can create an office that supports your people and their work at www.robinpowered.com

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Robin Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We believe in creating a workplace environment where magic happens, where the best work gets done when employees have the best of both worlds. Some days that’s conjuring up innovation from the comfort of home; other days that takes place at our HQ.

Typical time on-site: 2 days a week
HQBoston, MA
Zagreb Office
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