Empowering data science with open-source tools
RStudio, headquartered in Boston, Massachusetts, specializes in tools for R programming, offering both free open-source solutions and enterprise-grade software for data science teams. Their flagship product, RStudio IDE, is widely used by data scientists and analysts in organizations such as Google ...
RStudio offers competitive salaries, equity options, generous PTO, and a flexible remote work policy. Employees also benefit from a learning budget to...
RStudio fosters a culture of open-source collaboration and community engagement, encouraging employees to contribute to projects that enhance the data...
RStudio • USA - Remote
RStudio is seeking a Manager of Customer Support to lead and improve the support experience for their software products. You'll work with a talented team to enhance customer satisfaction and implement self-service strategies. This role requires proven experience in managing global support organizations.
You have proven experience managing a Global Support organization, demonstrating your ability to lead teams effectively and enhance customer satisfaction. Your understanding of Self-Service strategies and their implementation allows you to streamline support processes and improve customer interactions. You are customer experience-focused, always striving to transform moments of frustration into positive experiences through kindness and technical expertise. Your experience in cross-functional work and communication enables you to focus on improving customer experience and product quality, ensuring that feedback from customer interactions informs product improvements.
Experience with AI solutions in Support’s daily activities and processes is a plus, as it allows you to leverage technology to enhance efficiency and effectiveness in customer support. You thrive in collaborative environments and are eager to foster a team culture that values open communication and creativity.
As the Manager of Customer Support, you will guide day-to-day support functions, ensuring that your team is equipped to handle a range of customer inquiries, from billing questions to technical issues. You will coach engineers on their career development, helping them grow professionally while enhancing the overall support experience. Your role will involve improving support processes for the benefit of both customers and the team, identifying areas for automation and deflection based on ticket analysis. You will monitor and improve key performance indicators (KPIs) to ensure that the support team meets its goals and delivers exceptional service.
At RStudio, you will have the opportunity to work in a dynamic and supportive environment where your contributions directly impact customer satisfaction and product quality. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to provide outstanding support and enhance the customer experience with our innovative software solutions.
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