GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over fifteen million people use GitHub to build amazing things together. With the collaborative features of GitHub.com and GitHub Business, it has never been easier for individuals and teams to write faster, better code.
More and more companies are using GitHub Enterprise, so the Support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We’re looking for an Enterprise Support Manager, in Europe, who will be responsible for the oversight and performance of a distributed staff answering customer support requests, triaging issues, and providing solutions. Candidates must have current working authorization and permanently reside in one of the following countries in which we are set up as an employ in Europe: Austria, Croatia, Denmark, England, France, Germany, Ireland, Netherlands, Northern Ireland, Scotland, Spain, Sweden, Switzerland, and Wales.
The position reports to the Director of Enterprise Support and works closely with other teams and leaders across the company.
GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers, customers, and interview candidates.
Manage, mentor, and coach team members
Provide career development planning and guidance
Meet 1-1 with team members on a regular basis
Hire, onboard, and train new team members
Maintain cross-team communication between Support, Engineering, and Sales
Work with the Enterprise Support Director on the development and execution of team strategy
Work with Enterprise Support managers/teams to foster cross-team collaboration
Facilitate the implementation of new processes to improve customer support
Promote and build upon the unique collaborative culture of Enterprise Support
Handle and follow-up on customer escalations
Collect and analyze support metrics to drive improvements
Candidates must have current working authorization and permanently reside in one of the following countries in which we are set up as an employ in Europe: Austria, Croatia, Denmark, England, France, Germany, Ireland, Netherlands, Northern Ireland, Scotland, Spain, Sweden, Switzerland, and Wales.
Experience leading a globally distributed team
Experience in technical support
Experience with personnel hiring
Stellar written and oral communication skills
Excellent problem-solving skills
At least 2-3 years of experience working with and troubleshooting Linux servers
Ability to look through and understand code (Ruby / Bash)
Enthusiasm for working directly with customers
Passionate about creating and fostering good support practices
Strong empathy for GitHub users and GitHub Support
Scaled a quickly growing support team
Experience working and managing remotely
Knowledge of Git and GitHub
To apply for this job please visit the following URL: https://boards.greenhouse.io/github/jobs/792045#.WZ8OKZOGPUI →