Senior Product Manager, Support
Faire
This job is no longer accepting applications
See open jobs at Faire.See open jobs similar to "Senior Product Manager, Support" Work In Tech.About Faire
Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
Faire is disrupting an industry that is historically accustomed to deep relationships and a substantial human component. Against this backdrop, the Support Experience Pod’s mission is to match our technological advantage with prompt, tailored and cost effective support that drives high customer satisfaction across the marketplace. The pod owns both customer- and agent-facing product flows and strives to enable customers to self-solve where possible via intuitive and easy to navigate help content. Where customers need support, the pod strives to match users to the modality (chat, phone, email) that is most effective at solving their need. This pod is currently tasked with evaluating industry-leading investments into Artificial Intelligence while methodically continuing to improve our existing tools and processes to improve customer satisfaction.
What you’ll do
- Become an expert on key customer support issues and their taxonomy, as well as all customer support flows, modalities and metrics, getting a strong understanding of drivers of support contacts and possible solutions.
- Partner with the cross functional team to craft impactful user experiences that drive high satisfaction among internal and external users, while also ensuring operational efficiency
- Push the boundaries of what our product can do with artificial intelligence to improve the customer outcomes and/ or operational efficiencies by working with vendors and internal teams to develop the next generation of support products.
- Deeply understand the roadmaps of adjacent pods to help them address in product defects that lead to contacts
- Drive incremental improvements by rigorously evaluating tradeoffs between investing in different support modalities (phone, chat, self solve) and across the agent or user facing experience.
- Work with and learn from a broad range of world-class leaders across engineering, product management, data science, design, and operations
- Make decisions alongside company founders and the CEO
- Empower small businesses around the world to chase their dreams and invest in their local communities
Qualifications
- Bachelor’s degree or equivalent experience.
- You have 4+ years of experience in product at a high-growth tech startup or as a startup founder.
- You have experience building successful products through state-of-the-art design, engineering, and data science.
- You are an exceptional cross functional collaborator with a proven track record of working with a combination of Product and Operations teams
- You bring a GM mindset that blends a focus on user-centric product metrics with strong fluency and shared accountability for operational performance such as SLAs and efficiency.
- You’re an extraordinarily fast learner. You have the natural curiosity and intellectual horsepower to deeply understand new topics and pick up new skills in a very short time.
- You have familiarity with ML/AI as a tool to scale human-like interactions.
- You are relentlessly resourceful. When something needs to get done, you always find a way to make it happen. Even when the work is hard, you power through it and execute with limited information and ambiguity.
- You are a rigorous, yet creative problem-solver. You excel at identifying unintuitive solutions to tough problems.
- You are passionate. You are optimistic with a positive energy that other people draw upon.
- You are a strong user advocate and care deeply about developing products and solutions that will create the best experience for our customers.
Salary Range
New York City: the pay range for this role is $174,000-$239,500 per year.
This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.
Faire’s flexible work model aims to meet the needs of our diverse employee community by making work more flexible, connected, and inclusive. Depending on the role and needs of the team, Faire employees have the flexibility to choose how they work–whether that’s mainly in the office, remotely, or a mix of both.
Roles that list only a country in the location are eligible for fully remote work in that country or in- office work at a Faire office in that country, provided employees are located in the registered country/province/state. Roles with only a city location are eligible for in-office or hybrid office work in that city. Our talent team will work with candidates to determine what locations and roles are eligible for each option.
Applications for this position will be accepted for a minimum of 30 days from the posting date.
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.
Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)
This job is no longer accepting applications
See open jobs at Faire.See open jobs similar to "Senior Product Manager, Support" Work In Tech.