Product Manager I
Company: Sterling Road
Location: San Francisco
Posted on: September 21, 2023
Job Description:
About us Kyte is a Series B technology platform that brings
magic and seamless delivery into the experience of getting a car in
cities for any trip longer than a rideshare. We unlock the freedom
to go places by committing to relentless customer centricity,
technology-powered operational excellence and capital efficiency.
The sky's the limit when it comes to Kyte. At Kyte, we love what we
do and we believe our diverse team of ridiculously ambitious
individuals is what makes our company unstoppable. We are a
transparency first, egoless, and down-to-earth group of people,
scattered across the globe, with a true passion for the . No matter
where you are or what you are working on, you will have a
significant level of ownership and impact on our company's
trajectory and growth into the future. Help us unlock the freedom
to go places! About The Role As the Product Manager, Customer
Support, you will be responsible for ensuring that every Kyte
customer and Surfer (delivery driver) gets a 5-star support
experience when they run into trouble, by leveraging the power of
no-code tooling and developing first-party software solutions. You
will collaborate closely with cross-functional teams, including
engineering, design, customer support, and operations, to identify
customer pain points and deliver innovative solutions that
streamline our support processes and delight our customers.What
You'll Do
- Customer Support Experience Enhancement: Lead initiatives to
identify pain points in the customer support journey and develop
strategies to improve overall satisfaction, responsiveness, and
efficiency
- No-Code Tooling Implementation: Research, evaluate, and
implement cutting-edge no-code tooling solutions that can be
utilized to automate and streamline support operations
- First-Party Software Development: Collaborate with engineering
teams to conceptualize, plan, and execute the development of
first-party software solutions aimed at enhancing the customer
support experience
- Product Roadmap Contribution: Contribute to the overall product
roadmap by identifying customer support-related features,
enhancements, and opportunities for innovation
- Cross-Functional Collaboration: Collaborate closely with
engineering, design, customer support, and product marketing teams
to ensure successful implementation of customer support
initiatives
- User Research and Testing: Conduct user research, gather
feedback, and perform usability testing to gain insights and
validate the effectiveness of implemented solutions
- Data Analysis and Reporting: Analyze customer support metrics
and derive actionable insights to drive data-informed
decision-making and continuous improvement
- Documentation and Training: Create comprehensive documentation
and provide training to support teams on new tools and software
developed, ensuring a smooth transition and adoption
- Manage Kyte's support chatbot, including newly available
Artificial Intelligence features, to help customers get their
questions answered without human support. Act as the primary
administrator of the 3rd party toolset for chat, phone, sms, and
faq. Manage contracts, rules, automations, and more
- Be a servant-leader for the Support org - helping to refine
processes, bridge gaps between teams, and get better every day
Required
- Product Management Experience: 1+ years of experience in a
Product Management role, preferably in the technology or software
industry, with a focus on customer support or user experience
- Passion for Customer Satisfaction: A strong desire to
understand customer needs and contribute to enhancing their support
experience.
- Technical Curiosity: Basic understanding of software
development processes and an interest in learning about no-code
tooling and various programming languages.
- Analytical Skills: Ability to analyze data and draw meaningful
conclusions to support decision-making (Mid-level proficiency in
SQL required)
- Collaboration and Communication: Good interpersonal and
communication skills, with the ability to work effectively in a
team environment and collaborate with cross-functional
stakeholders
- Stakeholder Management: Experience or demonstrated ability to
effectively manage stakeholders, including internal teams, external
partners, and customers. This includes strong interpersonal skills,
the ability to build relationships, and the capability to navigate
and address varying perspectives and priorities. The ideal
candidate should be adept at influencing and collaborating with
stakeholders to ensure alignment and achieve common goals
- Time Management: Demonstrated ability to prioritize tasks,
manage multiple projects simultaneously, and meet deadlines in a
fast-paced environment
- Adaptability: Willingness to learn and adapt quickly to new
technologies and industry trends related to customer support and
no-code tooling Preferred
- 4+ years in a business environment, preferably in startups,
technology, or operationally heavy businesses
- A bachelor's degree in a relevant field such as computer
science, engineering, business, or a related discipline
- Some exposure to project management principles and
methodologies, demonstrating an ability to manage tasks and deliver
results within given timelines
- Basic knowledge or experience with customer support tools,
ticketing systems, or CRM software is a plus Perks and benefits ---
Comprehensive Medical, Dental, & Vision Health Insurance
(Individuals 100% Covered, Dependents 80% Covered) --- 401(k)
Retirement Plan --- $200 Monthly Commuter Benefit --- $75 Monthly
Flexible Wellness Benefit --- Annual WFH Stipend (Remote Employees)
--- Significant Kyte Rental Discount --- Annual Company-wide
Offsite --- Annual Learning and Development Budget #LI-KYTEJOBS
Don't meet every single requirement? Studies have shown that women
and people of color are less likely to apply for jobs unless they
meet every single requirement. At Kyte, we're building an
inclusive, diverse, and authentic workplace, so if you're excited
about our vision/mission and this role caught your eye - we
encourage you to apply! Don't worry if your previous experience
doesn't match perfectly, you may be the right candidate for this
role, or even another role at Kyte!
#J-18808-Ljbffr
Keywords: Sterling Road, San Francisco , Product Manager I, Executive , San Francisco, California
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