Overview

The Level 1 Support Manager is responsible for monitoring the health of daily operations of the L1 Support team across all L1 teams globally, maintaining a high quality of service through proactive coaching of staff and by identifying and mitigating issues with process, product, tooling, and education within the L1 Support team before they negatively impact the support experience.

The L1 Support Manager directly manages all L1 Team Leads globally and is accountable for ensuring that they have the resources they need to successfully oversee their staff.

Responsibilities

  • Manage the L1 Support team and work with L1 Team Leads to evaluate performance of staff within the team on an ongoing basis as well as via periodic performance reviews
  • Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert the Director of Support to any risks which would make it impossible to meet those KPIs and work with the Director of Support to mitigate those risks
  • Identify ways to improve the customer support experience throughout the lifecycle of a ticket
  • Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups
  • Provide customer feedback to key stakeholders in Product, Engineering, Sales, and Marketing and ensure feedback and news from these departments is communicated to the L1 Support team
  • Recruit and train new L1 Customer Advocates and monitor the performance of new hires during the onboarding period
  • Work with L1 Team Leads to continuously ensure that the professional development needs of the team are being met and that employees are happy and fulfilled
  • Maintain first-hand product and support process knowledge by working support deliverables 20% of the time

REQUIREMENTS

  • Demonstrated work experience as a team lead or manager in the Customer Support space
  • Experience with establishing and monitoring support metrics and KPIs, and analytics tools and techniques used therein
  • Excellent written and verbal communication skills and customer empathy
  • Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team

BENEFITS

InVision offers an incredibly unique work environment. The company employs more than 200 team members working remotely in 14 countries around the world. In the United States we have hubs in New York, San Francisco, Austin, Portland, and Boston, among others. Each InVision team member is given the freedom and tools to do their best work from wherever they choose. Among other benefits, we have a flexible vacation policy, unlimited Starbucks cards for each employee, and unlimited books related to your profession.

About InVision

InVision gives teams the freedom to design, review, and user test products—all without a single line of code. With intuitive tools for prototyping, task management, and version control, it's your entire design process, all in one place.

We enable companies of all sizes to discover the power of design-driven product development. That’s why more than 2,000,000 designers, product managers, marketers and other stakeholders at so many of the world’s most loved startups, agencies, & corporations use InVision every day, including Uber, Evernote, Twitter, Adobe, Salesforce and many more.

We are a funded startup with a bootstrap mentality, but we really value our talented team. What's that mean for you? Highly competitive salaries PLUS great options packages that get you in early on what is going to be a bright future.

Who says you need to move to work at a great company? Not us. We know there's great talent all over the place and we are a completely distributed company. Do great work from an environment that you're comfortable in.