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Product Support Manager

InMotion Hosting is looking for a driven and team orientated Product Support Manager to join us in our Virginia Beach, VA office. In this role, you will be advocating for the success of our targeted product lines and leading our Product Support team.

We’re looking for someone who can inspire and guide creative solutions through the development of new and existing product lines. Our Product Support Manager will use a balance of logic, creativity, and empathy to lead by example.

 

What You’ll Do:

  • Manage the Product Support team ensuring a consistently high level of customer satisfaction
  • Collaborate with Sales, Marketing, and Product Development teams to continually build Product Specialists
  • Manage daily operations of people, process, and technologies with effective use of resources
  • Enhance standard operating procedures including hiring, developing, and retaining talents in alignment with our strategy
  • Take ownership of the continued and sustained growth and retention rate of targeted product lines
  • Drive team performance improvement through mentoring and training
  • Coordinate with other leaders and departments to maintain our Knowledge Base for both internal and external customer self-service portals
  • Construct and present service operational performance and product performance reports to drive strategic decisions

 

What You’ll Get:

  • Profit Sharing twice yearly based on performance and hire date
  • Free weekly snacks and free lunch on Tuesdays
  • Medical, Dental, Vision Disability, Life Insurance and 401k plans
  • The opportunity to lead an awesome team in an established and growing company


Ideal Candidates Have:

  • 6+ years’ experience in leading a client-facing support services team
  • Strong leadership skills with the ability to build next generation leaders
  • Project management skills including the ability to distribute tasks among team members to maximize team productivity
  • Experience with reporting trends, analyzing the root cause, and overall analytics
  • Strong track record of results through collaborating across a company
  • Strong organizational, troubleshooting, and critical thinking skills
  • The belief that “Thrilling the Customer” is essential to the success of a product, service, and organization
  • Bachelor’s degree in Business Administration, Information/Technology Management, or of related field

 

The below is optional but can help make you a top candidate:

  • Knowledge of web hosting technologies including cPanel and/or WHM
  • Experience with Linux and/or Unix systems
  • ITIL Service Operations, Knowledge Centric Support (KCS) experience
  • A background in product management; specifically technical product management
  • Exposure to Lean Startup Principles, formulating business strategy, product strategy, product design, and product execution
  • A hunger to learn and ability to adapt

 

A few more things:

  • Paid Time Off and Company Paid Holidays
  • Awesome Company Parties and Onsite Events
  • A free VPS
  • A fun, relaxed working environment with a casual dress code

 

Location:

  • Virginia Beach, VA

 

Learn more about what it is like working at InMotion and yes, we have the best parties in town. Check out our products here.

 

InMotion Hosting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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