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About the Role

The Product Support Team's mission is to enthusiastically understand, resolve and prevent the issues facing Box Admins, Users, Developers and Partners, enabling them to solve business problems and become Box advocates. Product Support Managers oversee the operations of a "Pod" (comprised of two, Product-area focused teams) and individual team member performance, ensuring an exceptional customer and employee experience. They also serve as a point of internal and customer escalation.

Responsibilities

Establish and achieve Swarm/Pod/Agent goals and metrics (TTR, CSAT, etc.), including the creation of reporting dashboards and alerts.
Own team member results and insight as part of weekly/monthly/quarterly metrics reviews.
Provide the Voice of Customer to respective Prod/Eng (Build) orgs by delivering data that assists in decision making/prioritization, escalate the needs from our customer/agents, and enable teams/team members to become part of this process.
Execute Case QA, review with team members, and establish action plans as needed.
Ensure team member growth within Swarms/between roles through coaching.
Timesheet approval for hourly employees.
Provide cross-Swarm/Pod training and mentorship.
Execute employee 1:1's and Performance Management/Evaluation.
Build and maintain links with corresponding Product Managers and Engineering teams and serve as a related point of escalation/contact/engagement for these teams for proposed changes, general questions, and Crisis events.
Support customer escalations from Team Lead (and overflow needs).
Alongside Team Lead, review open cases to identify and address potential escalations.
Identify and escalate staffing/team needs that directly impact the ability to meet business objectives.
Work with Swarms to develop action plans to resolve and close long-open cases.
Work closely with, grow and mentor a Team Lead.

Requirements

4-year degree or an equivalent history of related experience required.
4-5 years work experience with a customer-facing team preferred.
Illustrated people management skills with the ability to coach, mentor and develop team members of all backgrounds and experience levels - track record of having successfully led or managed teams to achieve desired outcomes and business objectives is preferred.
Strong collaboration skills with the ability to influence at all levels of the organization.
Strong end-user empathy and a customer focus.
Ability to navigate ambiguity in a fluid and dynamic work environment.
Experience with JIRA, Zendesk or other bug tracking tools.
Experience building reports from multiple data sources.
Strong written and verbal communication skills.

Skills

Leverage AI to help make faster, smarter decisions
Team interaction
Solving tough issues
Work independently and collaboratively
Communicate personnel and metric data to executives
Understand and convey technical concerns
Coaching
Training
Assessing team member performance
Employee performance management
Troubleshooting issues
Identifying/providing answers for a customer
Collaboration across support tiers/offerings
Managing up
Raising concerns (supported by data and other primary source evidence)
Mentoring
Obtaining and analyzing additional information from customers
Customer relationship building
Empathy
Ownership
Improvisation
Creative thinking
Finding solutions/workarounds
Developing and delivering training/mentorship

Location

Redwood City, CA

Work Type

Onsite (minimum 3 days per week)

Experience Level

4-5 years work experience with a customer-facing team preferred
Illustrated people management skills

Education Level

4-year degree or equivalent history of related experience

About the Company

Box (NYSE:BOX) is the leader in Intelligent Content Management.
Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI.
We help companies thrive in the new AI-first era of business.
Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide.
Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.
Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more.
Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations.
With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.