Summary

Glide is looking for a Support Lead to help improve the efficiency and effectiveness of our support team. You’ll focus on managing our two-person team of Glide Experts and responding to tickets yourself. You’ll also work closely with the Engineering, Sales, and Design teams to improve our product and provide a first-class customer experience.

The ideal candidate has the ambition to lead a support team, can set and track metrics, and work hands-on with customers. We use Hubspot Service Hub. No Glide experience is required.

You will:

• Improve team efficiency and effectiveness by setting and tracking metrics.

• Implement industry best practices.

• Serve as a mentor and problem solver on difficult tickets or escalations.

• Be able to think of creative solutions to difficult support cases.

• Help the team work towards extremely high standards on response quality.

• Work cross-functionally to improve our product, investigate thorny technical issues, and fix bugs. This will require you to create processes that drive accountability across teams.

• Advocate for users and user experience across the company with data and well-told stories.

• Work along with the team to respond to support cases.

• Partner with engineers and other cross-functional departments to resolve more complex support cases.

• Interface with the Sales team to provide an optimal experience for our Enterprise customers.

• Be an excellent people manager and have hired for support roles in the past.

This job might be perfect for you if...

• You have 3+ years of experience in a hands on Support role.

• Have expertise in adding structure for support teams.

• Enjoy teaching and mentoring others on how to become skilled at support.

• You speak fluent English and have an excellent internet connection.

• You are located in North America or South America and are available during normal business hours in these locations.

Definitely mention if you have...

• Have a Glide App or Page that you’ve built and want to show off.

• Created any videos demonstrating apps you’ve built, or explaining technical concepts to non-technical viewers.

• Any other software development experience.