Product Support Manager

About Notability

Notability is an app for iOS and Mac that millions of people use to capture and review information, bring ideas to life, and go paperless. Power users spend up to 12 hours in the app per day, and we regularly hear that people buy iPads just to use Notability. The app has also been the iPad's best-selling paid productivity app for four years in a row.

Notability is used by a strikingly wide spectrum of people, from kindergarteners learning to write, to medical students studying for their board exams, to industrial painters on site visits, to lawyers taking depositions. To offer just a few more examples, it’s also used by artists, businesspeople, coaches, designers, knitters, journalists, musicians, pastors, scientists, and everyday people with big ideas.

About the team

At Ginger Labs, our users' experiences are paramount because we have passionate users that care deeply about the product. We currently have an amazing team of Product and Technical Support Analysts that provide top level support for our customers and serve as the users' voices to the engineering and design team.

Your role

You will initiate strategic initiatives to help scale support so that we can provide our users with the best and quickest experience possible. You will also mentor the team and provide guidance in their career development. You will be analyzing data to set priorities and make informed decisions. As needed, you will jump into the queue to help the team resolve escalations and maintain timely responses.

Experience:

  • At least 8 yrs of experience in online customer support for software
  • At least 3 yrs of experience managing and mentoring a team
  • Experience supporting multiple platforms (mobile, web, desktop)
  • Experience with Zendesk or other similar support ticketing platforms
  • Bachelor's degree
  • Experience conveying technical concepts over written communication

Nice to have:

  • Fluency in written Chinese
  • A computer science degree or programming experience


How We Work

Each member of our team contributes to all parts of our products. We trust each other to make decisions independently while also considering our common goals and values. We share ideas openly, and we collaborate across disciplines to ensure that our decisions make sense from all perspectives. Our engineers and designers work closely and iterate quickly, while QA and customer experience bring our users’ voices to team discussions.

When We Work

We keep work and life balanced. We set our schedules based on our excitement to solve a problem, and we trust each other to get things done. We work from home when it will help, and we have an “as long as you get your work done” vacation policy.

Where We Work

We work in downtown SF near Market Street, just a short walk from two BART/Muni stations. Our open-plan office has height-adjustable desks to help us stay limber, a trio of rooms for small group meetings or individual work, and a shuffleboard and arcade basketball machine to help us stay coordinated (or to enjoy during happy hour :)

Benefits

  • Comprehensive healthcare: medical, dental, vision
  • Flexible work and vacation schedules
  • 401k with matching contributions
  • Matching gifts to non-profits
  • Commute on public transit
  • Daily lunches
  • Weekly happy hour
  • Monthly phone bills
  • Company outings