Posit creates great software that helps people understand data and make better decisions in real-world applications. Our core offering is an open source data science toolchain, and we aim to make it available to everyone, regardless of their economic means.
About the Role
Posit’s Customer Support team is the first point of contact with customers who are struggling with Posit software.
Because our products are developer tools for data scientists and because they are usually deployed by the customer (not SaaS), our engineers support customers through everything from billing questions to deep questions about Linux functionality. Irrespective of the issue, we seek to turn a moment of frustration into a positive experience that impresses every customer with our kindness, empathy, and technical excellence.
We seek a Manager, Customer Support with at least 2 years of management experience, to help us lead, guide, and improve our support experience. Working on this team will give you the opportunity to improve customer experience, influence product improvements based on feedback from customer interactions, and lead a creative and collaborative team of talented support engineers.
Things you’ll own:
- Guide day-to-day support functions
- Coach engineers on their career development
- Improve Support processes for the benefit of the customer and the team
- Foster a collaborative and open team culture
- Increase automation and deflection based on analysis of tickets
- Monitor and improve KPIs
- Facilitate knowledge sharing
Things you’ll assist with:
- Setting direction for the whole team and building a team culture of psychological safety, technical excellence, and continuous improvement.
- Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements and sharing knowledge across the team.
- Communicating with other teams across the company to ensure they know what Support is doing and planning, and vice versa.
Broad TimelineBy the end of your third month, you would…
- Meet the rest of the Support team and a meaningful fraction of the rest of the company.
- Understand our Pro Products, offerings, and processes.
- Know your direct reports, their career aspirations and values, and understand what makes them tick at Posit.
- Develop hypotheses on operational improvements that could make us more efficient.
By the end of your first year, you would…
- Own part of the team’s process for identifying, scoping, prioritizing, assigning, and completing work.
- Identify 1-2 opportunities for meaningful improvement to Support team processes and grow the team's effectiveness, efficiency, and/or impact, and begin implementing them.
- Develop relationships with people on other teams across the company to be more effective as a leader.
Posit offers competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This hiring range reflects base salary and assumes that the job will be performed in the United States.
Hiring Range
$130,100—$171,710 USD
- We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
- We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
- We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at Posit.
- We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software. We are profitable and we plan to be around decades from now.
- Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®, which means our open-source mission is codified into our charter. As a result, our corporate decisions balance the community's interests, customers, employees, and shareholders. Hear more about why we think this matters here.
Notable:We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. These benefits apply to full-time positions only.
- 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans.
- Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.
- Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
- All full-time employees are eligible for 401k enrollment starting on day one.
- After six months of employment, Posit provides a substantial yearly match to employee 401K contributions.
- An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.
- We are a 100% distributed team. You are also welcome to come into our Boston office.
- We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.
- Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support.
- We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 13 paid company holidays.
Are you excited about this role but not sure if your experience aligns with every qualification in the job description? That’s okay. We know multiple perspectives are essential for a thriving organization and we'd still love to hear from you!
Posit is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities, and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.
Posit Software, PBC participates in the federal E-Verify program, which confirms employment authorization of newly hired U.S. based employees. E-Verify is not used as a tool to pre-screen candidates and is only initiated upon hire.
E-Verify Participation Notice (English/Spanish)
Right to Work Notice (English/Spanish)
#LI-REMOTE
Top Skills
What We Do
At Posit, our goal is to make data science more open, intuitive, accessible, and collaborative. We provide tools that make it easy for individuals, teams, and enterprises to leverage powerful analytics and gain the insights they need to make a lasting impact.
We create free & open-source tools for R & Python that are freely available to anyone. Our professional software equips individuals and teams to develop and share their work at scale.
Working at Posit:
We've always been a remote-first company and offer competitive compensation with extensive human-first, people-focused benefits to prioritize employees' personal and financial well-being.
- 100% of medical, dental, and vision insurance premiums are covered for employees and their families. Fertility and gender-affirming healthcare is included in all of our plans.
- Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt into our insurance plans, including Ginger for teen family members.
- Posit’s gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
- Our 401k matches up to 50% of the maximum employee contribution after six months.
- An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.
- We are a 100% distributed team. You are also welcome to come into our Seattle or Boston offices.
- Our remote office allowance includes:
- $1000 home office allowance plus an additional $800 for equipment
- Up to $400 monthly reimbursement for coworking space rental
- We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 13 paid company holidays.
Why Work With Us
Join a team working to make great software that helps people understand data and make better decisions. If you're kind, humble, and curious — you belong here. The best work happens when employees are well-supported. We want you to feel safe bringing your whole self to work.
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