Product Support Manager

The Role 

As the first dedicated service team member, you will oversee the design and implementation of Span’s support processes and best practices. You will be responsible for communicating with a diverse population from technically minded Span installers to the non-technical home owner and end users. You will be responsible for gathering data about problems, working with the engineering team to root cause and develop solutions, as well as continually communicating with customers until successful resolution. In addition to technical depth, the role will require empathy for customer needs and a drive to provide them the best experience.

Responsibilities

In this role, you will

• Be the initial touch point for our customers.
• Respond to support inquiries via phone, email, and chat.
• Attempt to recreate problems in the lab.
• Develop return material authorization(RMA) plan and train our installation partners to use the process.
• Work with suppliers to perform root cause analysis on subcomponents.
• Create technical documentation to diagnose known issues in order to share knowledge across service team.
• Define our overall support systems and scale them to grow in parallel with our product adoption.
• Continually refine our service level agreements(SLAs).
• Develop and measure metrics to track our team’s service and customer support performance.
• Serve as the customer advocate for product improvements and product feedback to the engineering team.

About You 

Required Qualifications

We are seeking a seasoned Product Support Manager who has:

• Experience working with internet connected hardware products.
• Demonstrated propensity to solve problems.
• Exceptional written and verbal communication.
• Empathy for customer problems and drive to continually improve their experience with the Span brand and our products
• An analytical approach to problem solving
• Experience working with 3rd party vendors on hardware root cause analysis
• Bachelor Degree in engineering or equivalent experience

Bonus Qualifications

• Understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE)
• Experience with setting up ticketing systems (e.g. Zendesk, Jira)
• Experience with databases and creating software tools for automated analysis (SQL, python)
• Technical troubleshooting experience (e.g. reading software logs)

Life at Span

Span is a startup based in the SOMA neighborhood of San Francisco.  We are a small, diverse team of creative thinkers. We value open communication, teamwork, and a make-it-happen attitude - no job is too big or too small.  We strive to make change by imagining what the future could be and building a product to complete that vision. We are looking to grow our team with talented people who are on the same mission to shape the future of energy. 

Impacting the future as a small, agile team means putting in a lot of hard work and elbow grease so we work to make sure you are happy, healthy, and you look forward to coming to work.  Working at Span, you can expect:

• Competitive compensation 
• Medical, dental, vision, life and disability insurance 
• Sunny, airy office located close to BART and Caltrain
• Regular team lunches, brown bag learning opportunities and events
• Opportunity to influence our culture

Span embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work will be. Come join us!