Job Description

Role: Product Support Manager

Salary: $70-80K + Bonus

The Opportunity:

We are looking for a detail-oriented and personable Customer Support Lead to serve as a cornerstone of our support organization. In this role, you will take ownership of support calls, and tickets, ensuring timely and effective resolution for our customers. You will be entrusted with our most critical customer relationships, including serving as the dedicated support owner for key, high-profile accounts. Beyond your individual contributions, you will elevate the entire support team by mentoring colleagues, handling escalations, and refining the processes that enable us to deliver world-class service. If you excel at managing partnerships, solving complex problems, and leading others, this is an opportunity to make a meaningful impact.

Key Responsibilities:

Team Leadership & Mentorship:

• Act as the day-to-day point person and mentor for a small team of Customer Support Specialists, providing guidance, coaching, and support while ensuring adherence to our quality and service standards.
• Help develop and refine support workflows, knowledge base articles, and best practices to improve team efficiency and effectiveness.

Strategic Account Support:

• Serve as the dedicated, primary support contact for a high-profile strategic customers, building strong, trusted relationships.
• Develop a deep partnership with the internal account manager and product manager working with strategic customer accounts.

Advanced Customer Support & Operations:

• Provide expert-level support to all customers via phone, chat, email, and Zoom.
• Collaborate with product and development teams to diagnose, prioritize, and advocate for bug fixes and feature enhancements based on customer feedback.
• Analyze support metrics to identify trends, report on team performance, and recommend process improvements.
• Ensure the highest level of data integrity and quality within our CRM (Salesforce) and support applications.
• As part of the Customer Success Team, coordinate with the Account Managers to ensure a seamless and premium experience for both internal and external customers.

Problem Solving & Root Cause Analysis: 

• Take ownership of complex or recurring issues, applying structured problem-solving techniques to identify the underlying root cause.
• Partner cross-functionally with product, development, and operations teams to resolve systemic issues and prevent recurrence.
• Document findings and create scalable solutions, turning lessons learned into best practices for the broader support team.
• Act as a subject-matter expert in troubleshooting and resolution strategies, helping to upskill team members in advanced problem-solving methods.

Required Skills & Experience:

• 5+ years of progressive experience in a customer support or customer success role, preferably within a SaaS or technology company.
• 1−2 years of experience in a formal or informal leadership capacity (e.g., Team Lead, Senior Specialist, Mentor).
• Demonstrated experience managing relationships with enterprise-level or key strategic accounts.
• Proficiency with CRM software (Salesforce preferred) and support ticketing systems.
• Deep experience with modern business tools, including Slack, Asana, Zoom, and Google Workspace.
• Exceptional problem-solving and critical thinking skills, with an ability to navigate complex and ambiguous situations.
• Outstanding communication, interpersonal, and presentation skills, with a talent for building rapport and de-escalating tense situations.
• Proven ability to manage competing priorities with a high degree of professionalism, empathy, and organization.

Benefits:

• 401k plan with employer match
• Comprehensive health insurance (including vision and dental)
• Flexible paid time off
• Casual dress code
• Breakfast bar, snacks, beverages 
• Dog-friendly

About Us:

Covideo is a video messaging SaaS company based in Indianapolis, Indiana. 

At Covideo, video isn’t just a feature - it’s our foundation. We specialize in helping dealerships leverage the power of personalized video, offering seamless ease of use and an extensive array of integrations designed to fit effortlessly into their workflows.

We’re dedicated to keeping dealerships ahead of the curve. Our platform is built to be best-in-class, continuously evolving with the latest tools, technologies, and AI tailored specifically for dealerships. 

• We believe in the power of personalization and personal connection
• We are obsessed with helping our users succeed
• We believe in the things we can control - like our attitudes, our efforts, and our energies
• We believe the toughest challenges require collaboration, and we work across the business to solve them
• We strive for excellence in everything we do and understand that great work and having fun go hand in hand

Covideo has also been the recipient of multiple PowderKeg Awards:

*Powderkeg’s 2019 Indiana Breakout Tech Culture Award WINNER: Health & Balance category

*Tech Companies With the Best Benefits

*Best Remote Companies to Work For

*Top Tech Companies

*Tech Companies With the Best Work-Life Balance

*Top SaaS Companies

*Best Tech Companies to Work For

*2023 Winner of the Indianapolis Star’s Top Workplaces Award and special award for Best Work/Life Flexibility!

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