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Manager, Technical Support, EMEA



IT, Customer Service
London, UK · Remote
Posted on Friday, May 17, 2024

Iterable is the top-rated AI-powered customer engagement platform that helps organizations like Redfin, Priceline, Calm, and Box to activate customers with joyful interactions at scale. With Iterable, organizations drive high growth with individualized, harmonized and dynamic communications that engage customers throughout the entire lifecycle at the right time. Iterable’s data engine, ease of use, and flexible and open architecture makes it the best platform to close the data activation gap by bringing together customer data, ability to design the experiences, deliver them and optimize them. All in one platform. We’ve surpassed $200M in ARR and have raised more than $230M from top-tier investors like Index Ventures, Viking, and CRV. Nearly 1200 companies from over 50 countries around the world rely on us to captivate their many millions of users.

Iterable helps brands unlock growth in the digital era by enabling joyful customer experiences with individualized communications based real-time behavioral data, harmonized cross-channel communications based on customer lifecycle, and dynamic always-on journeys that adapt to customer signals. Our powerful customer communication platform helps marketers manage end-to-end customer engagement programs with enterprise-grade security, compliance and controls for their customers.

Iterable’s momentum grows daily and there has never been a more exciting time to join the team! We’ve been recognized as one of the Best Places to Work - SF for the past five years, recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and we were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

We have a global presence with offices in San Francisco, New York, Denver, and London, and recently expanded our operations to Australia and New Zealand. Iterable’s reach extends worldwide, and we have remote employees across the globe. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our mission, explore our Culture and About Us page.

Location: To be within a commutable distance to our London office (Remote-first, with a few days a month in-office for team needs)

How you will make an impact:

The Manager of EMEA Technical Support will oversee a team consisting of Tier 1 Technical Support Specialists, Senior Technical Support Specialists, and Technical Support Engineers. It is a great opportunity for someone with an aptitude for management and technology to drive continuous improvement and world-class customer satisfaction in a high-performing support organization. We believe in a strong, friendly values-first culture, and our leaders are key to building and maintaining that culture.

One of our core values is a growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please apply as we value applicants for the skills they bring beyond a job description.

In this role, you’ll get to:

  • Directly oversee a team of onshore and offshore technical support specialists and technical support engineers whose top priority is to ensure customers experience the highest level of satisfaction
  • Assume responsibility for all elements of team development including hiring, training, performance management and the career growth of each team member
  • Work cross-functionally with other parts of the Customer Success organization, as well as with Product and Engineering, to address a variety of customer needs
  • Drive business-critical initiatives and projects within the support organization
  • Lead meetings and trainings
  • Participate in the management of Iterable’s support tool stack
  • Be an Iterable product expert
  • Assist the team in answering the most complex customer questions
  • Assist with internal and external customer support-related escalations

We are looking for people who have:

  • 2+ years of team building and management experience
  • Demonstrated history of hiring and managing phenomenal talent
  • An empathetic, people-first management style
  • Passion for startups, software, and SaaS products
  • Strong communication and interpersonal skills
  • An ability to solve complex technical problems
  • Experience conceptualizing and executing key projects and initiatives
  • Capability to occasionally commute to Central London

Bonus Points:

  • Previous experience in a technical customer-facing role with a SaaS organization (such as technical support, sales engineer, solutions consultant or implementation consultant)
  • Knowledge of or experience in customer engagement or growth marketing channels such as email, SMS or push notification
  • Familiarity with technologies like APIs, HTML, CSS, and Javascript
  • Previous experience with the development and management of offshore BPO teams

Perks & Benefits:

  • Competitive salary, meaningful equity, & pension
  • Comprehensive Private Medical Insurance
  • Balance Days (additional paid holidays)
  • Paid parental leave
  • Fertility & Adoption Assistance
  • Paid Sabbatical
  • Flexible PTO
  • Monthly Employee Wellness allowance
  • Monthly Professional Development allowance
  • Complete laptop workstation

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.