Director, Product Support

• Supervise the daily operations of Braven Programming’s customer support, including overseeing the support ticketing process and ensuring timely and user-centered resolution of issues across all systems.
• Support and improve escalation policies and procedures relating to the experience of users who engage with Braven’s products.
• Oversee the planning and execution of product training required for both users and support staff
• Ensure comprehensive support documentation and resources for technology products and processes.
• Collaborate with system owners, IT teams, and other stakeholders to escalate and resolve complex technical problems.

• Manage, mentor, and support a team of 4 system administrators who oversee critical tech systems.
• Ensure clear prioritization and division of labor across teammates, both weekly and quarterly. 
• Ensure that the Product Support Team has clear communication and meeting structures that enable strong collaboration and alignment across the various workstreams the team supports. 
• Ensure the team is equipped to handle incoming support requests, resolve technical issues, and provide high-quality system support.
• Oversee team performance and implement professional development plans to grow technical and problem-solving skills.
• Maintain a strong Product Support Team culture. 

• Review ticket trends in Jira Service Management to inform product development processes and training, as well as the Product Support team's development needs.
• Define and monitor key performance indicators for our digital products.
• Incorporate user feedback and user-centric design principles into product development.
• Collaborate with internal product users (Regional teammates) through regular touchpoints to surface user needs and gauge the effectiveness of product development solutions.

• Serve as a project contributor on scrum teams, focused on supporting new features or product launches with testing, quality assurance, training, documentation, and support. 
• Collaborate with Product teammates as well as our Systems team to shape, support, and test changes to our systems. 
• Serve as a project consultant for other Braven projects needing Product Support capacity, supporting user story drafting and clarity, prioritization, and directly contributing to work as needed. 

Other duties as assigned. (5%)

• Bachelor’s Degree
• 5+ years of Customer Experience or Product Management experience in a technical support context

• 5-7 years of demonstrated excellence in customer service, customer success, and/or help desk support, as well as in project, program, or event management
• Demonstrated success in managing a team of technical support specialists, administrators, or similar roles

• Proficiency in Google Suite, Slack, Zoom
• Proficiency in Atlassian Products, including Jira Service Management, Confluence, and Jira Work Management
• Proficiency in Salesforce, Excel, Tableau, Canvas (or another Learning Management System)
• Experience with Form Assembly, Campaign Monitor, Mogli 
• Strong understanding of system administration, ticketing processes, and user support best practices.
• Proven ability to develop training materials and empower non-technical users.
• Skilled at identifying recurring issues, improving processes, and implementing system enhancements.
• Exceptional problem-solving, communication, and collaboration skills.

• Exemplification of Braven’s core values. 
• Experience that has informed your belief in Braven’s mission and has prepared you to work with, or for, Braven’s student Fellow population.

• Ability to work in-person in Chicago (IL), Newark (NJ), or New York City (NYC) 
• Expected to travel ~15% for meetings and other in-person gatherings
• Ability to work some evenings and weekends to support both virtual and in-person Braven events

• Authorized to work in the U.S. 
• Braven doesn’t offer employment visa sponsorship

While the interview process may vary slightly, the general process will be: 

• Phone screen with Talent Team member
• Performance Task
• Interview with Hiring Manager
• Panel Interview with Key Partners
• Reference Checks

We gather in the office two to three days a week. Therefore, we require teammates to live within commuting distance of one of our hubs: Atlanta, Chicago, Newark, or New York City. Each teammate can use at least two flex days per week of their choosing to work remotely. We believe in the magic, connection, and collaboration that happens when people work together face-to-face, and we believe in giving people flexibility to focus, balance personal priorities, and save themselves two commutes per week. 

Braven is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. We encourage talented individuals of all backgrounds to apply.