Team Manager, Product Support

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia. 

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

The Product Support Team's mission is to enthusiastically understand, resolve and prevent the issues facing Box Admins, Users, Developers and Partners, enabling them to solve business problems and become Box advocates. That means the team works with the entire portfolio of Box End Users, Admins, and Developers by providing break/fix support and general usage guidance.

Product Support Managers are empowered to oversees the operations of a "Pod" (comprised of two, Product-area focused teams) and individual team member performance, ensuring that the best tools, processes, and timely feedback results in an exceptional customer and employee experience. They are also a point of internal and customer escalation.

As our customer base grows and rapid changes are made to our existing and future product offerings, we need a Product Support Manager to support our continued effort to deliver customer delight and agent success. Responsibilities include:

• →Establish and achieve Swarm/Pod/Agent goals and metrics (TTR, CSAT, etc.), including the creation of reporting dashboards and alerts.
• →Own team member results and insight as part of weekly/monthly/quarterly metrics reviews.
• →Provide the Voice of Customer to respective Prod/Eng (Build) orgs by delivering data that assists in decision making/prioritization, escalate the needs from our customer/agents, and enable teams/team members to become part of this process.
• →Execute Case QA, review with team members, and establish action plans as needed.
• →Ensure team member growth within Swarms/between roles through coaching 
• →Timesheet approval for hourly employees
• →Provide cross-Swarm/Pod training and mentorship.
• →Execute employee 1:1's and Performance Management/Evaluation.
• →Build and maintain links with corresponding Product Managers and Engineering teams and serve as a related point of escalation/contact/engagement for these teams for proposed changes, general questions, and Crisis events.
• →Support customer escalations from Team Lead (and overflow needs).
• →Alongside Team Lead, review open cases to identify and address potential escalations.
• →Identify and escalate staffing/team needs that directly impact the ability to meet business objectives.
• →Work with Swarms to develop action plans to resolve and close long-open cases
• →Work closely with, grow and mentor a Team Lead.

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• You enjoy team interaction and solving tough issues.
• You are smart and resourceful, are able to work independently, and also collaboratively with others in a similar role and recognize when there is an opportunity to include team members for learning/growth opportunities.
• You are able to communicate personnel and metric data to executives and can both understand and convey in a concise/data-supported manner the technical concerns the team has around the Box products and its integrations.
• You have experience with coaching, training, and assessing team member performance, ensuring that employees feel supported, are given room to grow, and provided with timely and accurate feedback.
• You feel confident and comfortable with all aspects of employee performance management.
• Customer support or a client-facing role is not new to you. You have a couple years of experience with troubleshooting issues or identifying/providing answers for a customer in a fast-paced environment. 
• You're a team player that collaborates well across all support tiers/offerings and colleagues of varying experience.
• You can 'manage up' and are not afraid to raise concerns (supported by data and other primary source evidence) when additional support or escalation is required from a senior leader.
• You're a proven mentor for other team members on areas that include obtaining and analyzing additional information from customers to support first-level resolution.
• You can create valuable relationships with the customers via clear, concise and professional communications.
• You can employ both empathy and ownership in customer and team member interactions.
• You are able to improvise, think creatively, and find solutions/workarounds to tricky problems, especially in cases when the product may not align with customer expectations.
• You exemplify best-in-class approaches to identify, develop and deliver training/mentorship to benefit all areas of Product Support and Customer Success.

• 4-year degree or an equivalent history of related experience required.
• 4-5 years work experience with a customer-facing team preferred.
• Illustrated people management skills with the ability to coach, mentor and develop team members of all backgrounds and experience levels - track record of having successfully led or managed teams to achieve desired outcomes and business objectives is preferred.
• Strong collaboration skills with the ability to influence at all levels of the organization.
• Strong end-user empathy and a customer focus.
• Ability to navigate ambiguity in a fluid and dynamic work environment.
• Experience with JIRA, Zendesk or other bug tracking tools.
• Experience building reports from multiple data sources.
• Strong written and verbal communication skills.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.