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Customer Support Team Lead



Customer Service
Los Angeles, CA, USA
Posted on Thursday, May 9, 2024

About the Team

The Miro Support Team is a vital function of Miro. What's so special about us? We act as the bridge between our product and our users. By helping them every day, we gain valuable insights and push new ideas to shape Miro's ever-changing product roadmap.

Our mission is to provide the highest quality of customer service with a sense of empathy and passion. We strive to exceed our customer's expectations by always thinking one step ahead when providing solutions. We guide and educate our users to grasp the value of the product and drive word of mouth.

We dream big, work hard, and play as a team to win the world. As a rapidly growing company, there are opportunities for internal growth and career development. If you're passionate, ambitious and have a collaborative mindset, come join our Miro Support team!

About the Role

As the Customer Support Team Lead for our Los Angeles team, you will be an active member of our global support team, conducting team retrospectives, providing insights and feedback to team members, and actively participating to strategically plan and execute on support projects and initiatives. You will work cross-functionally with the local GTM and AMPED teams on escalations, bugs, new features, and experiments. We're eager for you to collaborate with other support team leads based in Austin, providing high quality support to our AMER customers

What you’ll do

  • Build and lead the team of Customer Support Representatives and Technical Support Engineers in the Austin hub, Miro’s largest US office and the 2nd largest globally.
  • Grow your team by conducting regular 1:1’s, coaching and providing continuous feedback
  • Be a part of Global Support Leadership team and contribute to the success of the whole CS department
  • Be a power user of Miro and acquire a thorough understanding of our product and internal systems
  • Help your direct reports with the toughest cases and escalations
  • Collaborate within and outside of your team to support broader business objectives
  • Lead or participate in projects to improve our internal team or external company processes

What you’ll need

  • Bachelor degree in tech, business, psych or sociology
  • 4+ years in customer-facing roles in tech companies; SaaS is a huge plus
  • 2+ years of people management experience (leading 5-15 individual contributors)
  • Strong leadership style
  • Strong problem solving skills
  • An effective collaborator; supportive of other team members in their success
  • Ability to work in a fast-paced environment, learn quickly and adapt to a changing product
  • Ability to monitor the progress of your projects and anticipate roadblocks
  • Cross-functional work experience with Sales, Success & Engineering teams
  • High proficiency in Spanish (С-1/С-2) would be a plus

What's in it for you

  • 401k matching + Competitive equity package
  • Excellent Medical, Dental and Vision health benefits
  • Fertility & Family Forming Benefits
  • Flexible time off
  • Lunch, snacks and drinks provided in the office
  • Wellbeing benefit and WFH equipment allowance
  • Annual learning and development allowance to grow your skills and career
  • Up to $2,000 of charitable donation matches each year

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check out more about life at Miro:

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

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