About this role
Overview
As a Manager on our Product Support team, you'll be on the ground building and leading the people who deliver day-to-day support to Electric customers. Your mandate is to deliver a world class customer experience by empowering and enabling your team. Your focus will be on hiring great people, ramping them quickly, coaching them continuously, and holding them accountable to the metrics that matter.
What you’ll do
Hire, onboard, and ramp Support Specialists to productivity quickly
Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues
Run regular 1:1s, team meetings, and performance conversations with consistency and care
Coach individuals to team metrics and SLAs — celebrate wins, address gaps early
Build and deliver training programs that sharpen product knowledge and support skills
Serve as an escalation point for complex or sensitive customer issues
Analyze support data to identify trends and areas for improvement
Maintain up-to-date knowledge of company products and services
Collaborate with product development teams to address product issues and customer feedback
Create and maintain documentation for support procedures
Foster an inclusive, high-trust team culture where people feel supported to do their best work
Who you are
3+ years of people management experience in customer or technical support
Customer-centric mindset with a genuine desire to help customers succeed
Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes
Strong leadership and communication skills to manage teams and communicate with stakeholders.
Operationally savvy and data-driven in decisions
Collaborative approach with experience working cross-functionally to achieve goals
Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies.
Who We Are
Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment.
Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.
Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.
If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.
Read about working at Electric here and meet our leadership team!
We offer a range of benefits that include:
Flexible and generous PTO
Mental Wellness Days
Volunteer Days
Medical, Vision, Dental, and Orthodontia Coverage
401k
Monthly WFH Stipend
ESOP (Employee Stock Option Program)
Kindbody Membership for Family Planning
Pre-taxed Commuter Benefits
Generous Parental Leave
Paid medical, family, and military leave
Short and Long Term Disability
Employee Assistance Programs
Life Insurance funded by Electric
Training and career growth
Awesome team building events!
Where?
We are headquartered in NYC, and have remote locations across 23 states. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.
See below to see if you are eligible to work within the 23 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin.
Standard Working Hours: 9:00AM -6:00PM in your local timezone
We are an equal opportunity employer.
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.
We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.
Accommodations
Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected].