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Customer Support Team Lead

Miro

This is a Full-time position in Austin, TX posted March 8, 2022.

About the team

The Miro Support Team is a vital function of Miro.

What’s so special about us?

We act as the bridge between our product and our users.

By helping them every day, we gain valuable insights and push new ideas to shape Miro’s ever-changing product roadmap.

Our mission is to provide the highest quality of customer service with a sense of empathy and passion.

We strive to exceed our customer’s expectations by always thinking one step ahead when providing solutions.

We guide and educate our users to grasp the value of the product and drive word of mouth.

We dream big, work hard, and play as a team to win the world.

As a rapidly growing company, there are opportunities for internal growth and career development.

If you’re passionate, ambitious and have a collaborative mindset, come join our Miro Support team!

What you’ll do

Build and lead the team of Customer Support Representatives and Technical Support Engineers in the Austin hub, Miro’s largest US office and the 2nd largest globally.

Grow your team by conducting regular 1:1’s, coaching and providing continuous feedback

Be a part of Global Support Leadership team and contribute to the success of the whole CS department

Be a power user of Miro and acquire a thorough understanding of our product and internal systems

Help your direct reports with the toughest cases and escalations

Collaborate within and outside of your team to support broader business objectives

Lead or participate in projects to improve our internal team or external company processes

What you’ll need

Bachelor degree in tech, business, psych or sociology

4+ years in customer-facing roles in tech companies; SaaS is a huge plus

2+ years of people management experience (leading 5-15 individual contributors)

Servant leadership style

Strong problem solving skills

An effective collaborator; supportive of other team members in their success

Ability to work in a fast-paced environment, learn quickly and adapt to a changing product

Ability to monitor the progress of your projects and anticipate roadblocks

Cross-functional work experience with Sales, Success & Engineering teams

High proficiency in Spanish (С-1/С-2) would be a plus

What’s in it for you

Excellent Medical, Dental + Vision health benefits

Competitive salaries + Flexible time off

401k matching + Stock options

Free lunches + Office snacks

Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team member

Distributed team across offices globally 

#LI-DS1

About Miro

Miro is an online collaborative whiteboard platform that enables distributed teams to work effectively together, from running brainstorming sessions and workshops to planning projects, from designing new products and services to facilitating agile ceremonies.

Miro is trusted by Dell, Cisco, Deloitte, Okta, Shopify, and many more global companies of all sizes.

We are a team of dreamers.

We look for individuals who dream big, work hard, and above all stay humble.

Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment.

We strive to play as a team to win the world and create a better version of ourselves every day.

If this sounds like something that excites you, we want to hear from you! 

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences.

Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture.

We believe that creating big things requires diverse and inclusive teams.

Diversity invites all talent with different demography, identities and styles to step in , and inclusion invites them to step closer together.

Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

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