Manager of Support Engineering

| San Francisco
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Labelbox’s mission is to build the best products for humans to advance artificial intelligence. Labelbox has created the world’s leading training data platform for machine learning applications. Our vision is to become the default software for data scientists to manage data and train neural networks in the same way that GitHub or text editors are defaults for software engineers.

Current Labelbox customers are transforming industries within insurance, retail, manufacturing/robotics, healthcare, and beyond. Our platform is used by Fortune 500 enterprises such as Allstate, John Deere, Bayer, Stanley Black & Decker as well as leading AI-focused companies such as FLIR Systems, Caption Health, Cape Analytics. We are backed by leading investors including Andreessen Horowitz, B Capital, Gradient Ventures (Google's AI-focused fund), and Kleiner Perkins.

Responsibilities

  • Manage the day-to-day operations, goal setting, and performance management of 5-7 Support Engineers
  • Collaborate with Director of Customer Success and other managers to outline quarterly OKRs that align with Support and company goals
  • Help define, and execute on, a core set of Support KPIs based on business needs and company values
  • Analyze conversation volume and team member performance data that informs growth forecasting and hiring
  • Identify efforts to scale via improved tooling, more robust documentation, training, and creative support initiatives
  • Define performance expectations for your team and help set them up for success
  • Coach and mentor your team, finding growth opportunities for them to progress towards their goals and aspirations
  • Perform regular 1:1s and twice annual performance reviews to provide feedback and discuss progress of individual growth goals and objectives
  • Proactively, and professionally, address change management issues as needed
  • Research and identify strategies and process improvements to enhance both the customer experience and the experience of your team
  • Influence the direction of Labelbox by participating in cross-functional projects with Sales, Product, Engineering, Design and Marketing

Requirements

  • 3-5 years experience as a people manager on a Support team at a growth stage startup
  • BA/BS in in a technical field; Computer Science/Engineering degree is a plus
  • Proficiency in Python Experience is a big plus
  • Experience with Machine Learning is a plus
  • An ability to navigate and advise on efforts related to complex customer requests or projects, gathering additional human resources for assistance if needed
  • Empathy, patience, phenomenal people skills, and enthusiasm for managing a growing team
  • Ability to handle escalations from your team when necessary
  • Proven experience hiring, onboarding and training new support hires
  • Outstanding organizational skills and ability to multitask to effectively prioritize and manage workflow
  • A creative problem solver who isn’t afraid to get their hands dirty
  • Ability to quickly pick up a variety of software applications with ease
  • Experience with common support software like Intercom, Zendesk, Jira, etc

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Location

510 Treat Ave., San Francisco, CA 94110

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