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Director of Product Support at Feathr
Gainesville, FL, US
We’re looking for our first full-time Director of Product Support to head the team that assists customers with day-to-day product questions and challenges as well coordinate short to medium term product development prioritization. As a growing start-up and the first in the role, you’ll have a lot of opportunity to help define processes and the department!
 
Responsibilities:
  • Management of Support team
  • Help define support processes and metrics
  • Point of communication to and between Product and Customer Success teams
  • Prioritization of support queue
  • Maintenance of support log
  • Ensure timely completion or resolution of support tasks
  • Direct communication with customers for escalated support tasks
  • Create and maintain support materials
 
What We’re Looking for:
  • 3 to 5 years support/technical experience
  • 1 to 2 years management experience
  • Moderate technical fluency
  • SaaS experience a plus
  • Comfort with learning, using, and explaining technical tools
  • Desire to help build a role from the ground up
 
Compensation:
Expected earnings range from $60k-$70k with base salary + additional performance compensation. Fully covered health/dental/vision insurance, and other benefits like an educational budget, office food, and social events.

Location:
This position will be based full-time in Gainesville, FL, with the rest of the company. Remote work is not an option. If you aren’t familiar, Gainesville is a hip mid-sized city with a highly educated population and a killer quality of life.

Why would you want to work with us at Feathr?:
  • Fully stocked snack shelves and fridges. 
  • Florida’s warm so we’ve got La Croix for days. 
  • In case you get sick, we’ve got you covered with full health benefits. 
  • Dog friendly offices for friendly dogs
  • Company hosted social events & more!

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