Manager, Technical Support Engineer - Classy

Classy helps nonprofit organizations increase their impact by creating outstanding giving experiences. Our best-in-class suite of online fundraising solutions help millions of people amplify their support for the causes they care about. As an independent subsidiary of GoFundMe, we are a global leader in modern giving across B2C and B2B, crafting new opportunities to reach more people and organizations across the world. Since 2011, Classy has powered tens of millions of donations from over 190 countries and raised over $4 billion for social good.

This is a technical leadership position in which you’ll manage a team of support engineers focused on our primary Core product. You'll set the team support strategy and goals, actively grow your team’s capabilities to support the customer and drive technical solutions with the product and development team. You will partner cross-functionally to align on priorities and use your problem solving skills to make strategic decisions that improve the overall workflow within the care team as well as the support of the customer. You are collaboration-focused, work well through ambiguity and changing business landscape, and are skilled in influencing senior stakeholders through effective communication.

Your day-to-day: 

• Manage, motivate and develop the technical support engineering team
• Monitor and maintain agent productivity levels in accordance with targets and KPI’s
• Ensure directs have the necessary skills and knowledge to fulfill their roles through consistent and regular 1-1’s, process building and regular training sessions
• Step in as the major incident manager for all products when a P0/1 incident occurs and responsible for ensuring full major incident process is followed from start to resolution; work hand in hand with the Fraud and Escalation manager 
• Managing/directing troubleshooting documentation and training resources for all core pods 
• Provide monthly reports on Team KPIs, Performance, Health Checks & Incident Management
• Alignment cross-departmentally to ensure product releases are well communicated 
• Mentor and coach team in troubleshooting issues and ticket writing best practices
• Utilize monitoring and reporting tools/management tools to monitor overall health

Requirements 

• 5+ years experience in support management (IC level 1- 4) 
• Basic frontend and backend competency in popular coding languages (preferred: APIs, CSS, HTML, React)
• You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them.
• Proven technical problem solving, business process development, and analytical capabilities
• Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, clients, and executive management

Why you’ll love it here: 

• Market competitive pay
• Rich healthcare benefits; including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions. 
• 401(k) retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of mental and wellness programs to support employees   
• Generous paid parental leave and family planning stipend
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every week for a donation from the company. 

Dedication to Diversity 

Classy is working toward building a more diverse and inclusive environment that is representative of individuals of all backgrounds, experiences, and lifestyles, allowing all employees to feel comfortable being their true, authentic selves in a space that enables productivity and meaningful work.