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Manager, Product Support

NYC - Hybrid

What is Teachable?

Teachable is trusted by creator-educators around the world to grow their impact and income. From online courses and communities to memberships and downloads, Teachable's digital learning products help creator-educators drive meaningful connection and sustainable revenue. With industry-best ecommerce tools, easily toggled on directly within the platform, creators can confidently maximize their earnings, while getting paid directly by their audience. Teachable's unmatched focus on the student learning experience also ensures creators can make a positive and influential impact on their communities—entirely on their own terms. Today, tens of thousands of creator-educators use Teachable to share their knowledge, reaching millions of students around the world. To learn more, visit teachable.com.

Are you ready to join a dynamic, cross-cultural team at an exciting turning point in our company’s journey? Now part of the global Hotmart Company portfolio, whose platforms have helped creators earn more than $10 billion, Teachable continues to take the creator economy by storm as a true industry leader. Together, Teachable and Hotmart are delivering market-leading products that prioritize creator control and flexibility, alongside meaningful partnership and support from our team. If you have big ideas, relish the chance to challenge convention, and deeply believe in the power of creators to shape the future, we want you on our team!

About your Team

The Teachable Product Support team is a diverse range of professionals from the U.S., Brazil, and various other locations around the world. With a wide range of expertise, they offer exceptional support to Teachable’s customers through multiple evolving channels. Committed to excellence, the team embraces challenges and is committed to delivering outstanding service at every interaction.

What is the role?

As Manager, Product Support, you’ll lead a team of knowledgeable and dedicated support specialists in their work to support and grow our creators’ businesses while maintaining performance KPIs. 

You’ll help deliver a vision of what product support should be at Teachable, which serves as a competitive advantage supporting subscriber growth and retention and represents our brand in customer support interactions. Familiarity with support for complex platforms and passion for service-oriented work is a must. 

In this position, you’ll operate as a player-coach where you lead your team, but also are endlessly curious about process innovation and improvement. You won’t shy away from getting dirty in our systems, gaining firsthand insights to better support your team and drive operational excellence.

This role reports to the Head of Product and involves close collaboration with cross-functional teams, including Product, Engineering, Customer Success, and Marketing. You'll work with teams across the U.S., Brazil, and other global locations in a hybrid capacity based in New York City.

In this role you'll:

  • Lead the development and execution of a product support strategy that supports company objectives and drives continuous improvement in service delivery.
  • Own and optimize all aspects of automated resolution and human support, including queue segmentation and prioritization, to streamline customer interactions and ensure efficient issue resolution.
  • Strive to not only meet but exceed performance KPIs (first contact resolution, average resolution time, CSAT), while prioritizing quality in every customer interaction.
  • Evaluate and manage support team leaders, helping to build a culture of performance excellence and create an environment where team members are proud of their contributions and fulfilled in their work. 
  • Lead, mentor and coach a dispersed support team to deliver exceptional customer interactions primarily through chat, email and ticket-based systems. 
  • Drive cross-functional collaboration with Product, Engineering, and Marketing teams to align on product releases, and coordinate incident response. You will enable successful Go-To-Market strategies that directly impact our creators, while leading the team in responding to escalations and high-priority incidents.
  • Be the voice of the customer and product support team by representing customer experiences across the company, and being one of the biggest culture carriers of our company value “Focus on Customers.”
  • Act as a positive change agent, ensuring our teams are focused on our company priorities and goals, and are motivated to achieve them.
  • Effectively utilize our support tools, including Zendesk, Intercom, Jira, Slack, and Sigma, to streamline customer interactions and optimize support processes.

What You'll Bring:

  • 5+ years in customer service in a SaaS environment, ideally a complicated platform: You’ve worked in a customer-facing role, ensuring high-quality service delivery and maintaining customer satisfaction.
  • 3+ years in a leadership role within customer support: You’ve managed, led, developed, coached and built teams to best support business and customer needs.
  • Adaptability: You excel at finding creative, effective solutions as things change. Fast paced environments excite you.
  • Performance: A strong reputation of measuring, achieving and exceeding KPIs for a high-performing team.
  • Partnership: A history of successful collaboration with Success, Marketing, and Tech teams.  
  • Communication: Whether it’s documentation, a slack to your reports or brainstorming sessions with leadership - you are able to listen and communicate clearly regardless of who, what or the medium. 
  • Strategic thinking: From data analytics, to strategy that informs pain points and business goals - thinking creatively and strategically comes easily.

Nice to have:

  • Experience collaborating with diverse, multi-national teams and managing multiple stakeholders across global organizations
  • The ability to speak Portuguese is a plus!

Additional Details:

At Teachable, we are committed to providing fair and competitive pay (using market data to inform our pay bands), rewarding high performance, and ensuring all employees have the opportunity and ability to impact Teachable’s overall company value. Base salaries will be reviewed at regular intervals throughout the year, typically following performance review cycles currently conducted bi-annually or in conjunction with a promotion.

  • This role is only open to candidates who are available to commute to the NY metro area
  • Applicants must be currently authorized to work in the United States on a full-time basis. 
  • For this role, the cash compensation package potential is $100,000- $150,000. Total compensation also includes a competitive benefits package. A salary offer will be determined by a number of factors including experience, skill level, education, internal pay equity, and other relevant business considerations. We review all teammate pay and compensation programs regularly to ensure competitive and fair pay.
While Teachable maintains our NY office for local employees to use, we operate as a remote-first culture in order to give our employees added flexibility. In order to maintain connection and create a community beyond the screen, Teachable holds in-person events throughout the year, where employees and teams can come together for bonding, strategic alignment, goal-setting, and celebrations!
 
 
Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process. Please tell us in your application if you require an accommodation to apply for a job or to perform your job.

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