Support Manager

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 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. 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.