Posted on 28 March 2012


Senior Support Manager - Sandy, Utah

Written by JobPost Company: Instructure Location: Sandy, Utah

Topics: Companies, Instructure, Technical Jobs Board



Company: Instructure

Location: Sandy, Utah

Instructure is a successful, fast-moving technology startup that is disrupting the Learning Management System (LMS) market by setting a new standard for education technology, and we’re looking for some top-notch people to join the team. Our Company is stable and growing quickly and has been featured on TechCrunch, CNBC, and The Motley Fool (to name a few).

We are looking for an individual to continue building out our Support Team. This exciting endeavor requires a unique individual who can go from zero to ten thousand feet in areas of technology, support, management, strategy, etc…

What you will be doing:
The customer experience is critical in the development of this team. The Senior Support Manager will be expected to build a small/specialized support team through strong leadership, positive motivation and best practices. This individual will define processes, set metrics, hire/fire, and do everything necessary to provide an exceptional and consistent customer experience…from the many daily customer support calls/emails/tickets to the regularly scheduled customer network tasks.
Also…
– Manage process around timely processing and resolution of support tickets
– Work with internal teams on ticket related issues
– Develop support documentation
– Develop processes and metrics for measuring success of team

Successful candidates will have the following education, experience, and skills:
– 5+ years of demonstrated success in managing support teams in best practice driven environments
– Strong analytical skills are a must, experience using tools & technology to diagnose tickets, isolate the problem and determine the best course of action
– Must possess 5+ years experience in providing product support, ideally enterprise software for B2B customers
– Requires experience with enterprise software, SaaS and web-based applications
– Experience in Education industry is desired, ideally higher education but K-12 is helpful

Our Culture = Your Culture
Instructure has a pretty relaxed atmosphere. We care a lot more about what people do than how nice they dress. So feel free to leave your dress clothes at home; we do.

Benefits:

Time Off:
⁃ Lots of paid time off
⁃ 8 paid holidays

100% Employer Paid Benefits for You and Your Qualified Dependents (We got you completely covered!):
⁃ Medical (United Healthcare)
⁃ Dental (Dearborn National)
⁃ Life/AD&D (Assurant)

More perks…
Fully stocked break room. Equipment provided. That’s right, you get a MacBook (and we’ll even throw in a desk and chair). Just saying.

We participate in eVerify.

Apply Now!

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