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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!

Keywords: Sterling Road, San Francisco , Product Manager I, Executive , San Francisco, California

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