This is a podcast episode titled, Product Experience Manager. The summary for this episode is: <h2><strong>What We’re Looking For</strong></h2><p>A manager to lead our new Product Experience team. This role will help lead support specialists, support engineers, and integration engineers to ensure the best experience for our Customers. To help with this, it would be great if you had experience managing and leveling up people, creating processes for new teams, and illustrating measurable ways your team is successful.&nbsp;</p><p>Bullets points of stuff we’re looking for:</p><ul><li>Experience managing people and helping them develop their technical skills</li><li>Some technical experience is useful, especially in SQL&nbsp;</li><li>Ability to work collaboratively but able to own a project with minimal guidance</li><li>Great at documentation and knowledge bases</li><li>Familiarity with ticketing systems for customer support</li></ul><p>Casted is proud to be an equal opportunity employer and we consider diversity paramount to our success.</p><h2><br></h2><h2><strong>What You’ll Do</strong></h2><p>This team is all about short term projects, bug fixes, and new integrations that will help our customers get the most out of the Casted Product and ensure retention and satisfaction. We believe supporting our customers is not just about answering tickets, but taking feedback all the way through to new roadmap features, bug fixes, or new integrations. In many cases, your team will turn a support ticket into a small project and release it into the product. Other times, your team may document the requirements and work with a Product Manager to include it in the roadmap and communicating timelines to customers.&nbsp;</p><p>Your main priority is your team - leveling up individuals as they strive to become more technical and advance their career. This team is new, so you’ll get to select systems, create processes, and organize team members to ensure everyone finds a healthy rhythm.&nbsp;</p><p>You’ll be on the Product Leadership Team working with design, engineering, and product management as well as the Customer Experience team. As a key member of the team, you’ll also share opinions and contribute to what we build, as well as how, when, and why.</p><p>Some bullets points about what a day might look like:</p><ul><li>Participate in the product selection workflow, including shaping ideas, highlighting risks, and voting on what gets prioritized</li><li>Scope tickets and communicate complexity and feasibility</li><li>Manage and maintain support ticket system (we use Hubspot now, but happy to move based on your recommendation)</li><li>Create documentation, especially in the knowledge base to continually support customers</li><li>Create KPIs and measure the success of your team</li><li>Organize and prioritize incoming tickets, small projects, and escalate larger requests</li><li>Work closely with Customer Success Managers to estimate delivery of fixes and communicate with customers</li></ul><p><br></p><p>Interested? Great. We can’t wait to meet you.</p>