Manager, Product Support Team

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members, and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2024.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social and helps brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company’s Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may just the person we’re looking for to join us on our next stage of growth.

We’re looking for a passionate people leader to join our Customer Experience team at MNTN! Your primary mission as a Manager, Product Support Team is to lead and inspire a team of Product Support Specialists delivering a world-class support experience to our customers. You’ll play a key role in scaling our support offering, you will also be responsible for helping our team become more operationally efficient in their customer interactions. Your team will primarily assist customers that fall in our core support segment, where much of their experience is primarily within the product. As a leader on our Customer Experience team, you will partner with other leaders in the Sales and Customer Success departments to ensure seamless support for our customers. You will hold your team accountable to individual and shared metrics like go-live rate, resolution time, CSAT, product adoption and retention.

What you’ll do

• Lead a team of Product Support Specialists, fostering their professional growth through training, coaching and regular feedback.
• Drive team performance by setting clear expectations, performance objectives and ensure your team is consistently meeting or exceeding expectations around go-live, CSAT, product adoption and retention.
• Lead with empathy, creating an environment where team members feel supported, valued, and empowered to succeed. Foster a positive team culture and work environment.
• Optimize processes and identify opportunities to scale processes and workflows enabling your team to provide high-quality, low touch support.
• Solve problems alongside your team to enable them to provide the best solutions for their customers while also extracting learnings that can inform a more automated solution in the future.
• Serve as the primary escalation point for customer issues that require managerial involvement.
• Support your team in removing blockers and providing solutions that assist and educate our customers and drive successful outcomes for their campaigns.
• Ensure your team has a deep understanding of MNTN’s platform, best practices, and technical integrations with tools such as Google Analytics, Rockerbox, North Beam, and Liveramp, empowering them to educate and guide customers effectively.
• Bring creative ideas to the table for how to deliver high-impact support with fewer human touchpoints, while maintaining excellence in customer service

What you’ll bring

• 3+ years of people management experience
• Proven track record of managing and coaching high-performing customer support or implementation teams, ideally in a SaaS or technology space.
• A strong understanding of customer support best practices, with a focus on enabling customers to achieve their goals through scalable, self-service solutions.
• Familiarity with digital advertising, technical integrations, and tools such as Google Analytics, Rockerbox, North Beam, and Liveramp. Experience with CTV (Connected TV) platforms is a plus.
• Ability to think strategically and creatively to overcome challenges and deliver exceptional results for customers.
• A data-driven approach to managing teams, tracking metrics, and driving continuous improvement.
• Ability to thrive in a fast-paced, ever-evolving environment and inspire your team to do the same.
• Exceptional verbal and written communication skills, with the ability to distill complex information into simple, actionable insights.
• A passion for putting the customer first and ensuring every interaction drives value and satisfaction.

MNTN Perks:

• 100% remote
• Flexible vacation policy
• Annual vacation allowance for travel related expenses
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com [email protected]. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Build with Ferguson Master, OneWheel, Tarte, Decked, and National University.