MIRROR Technical Support Manager in New York, New York
MIRROR is a fit-tech startup founded by Brynn Putnam, an established leader in the NYC boutique fitness space. Our experienced team is building a hybrid hardware/software product that will bring revolutionary, personalized fitness content directly to homes across the country and world. We’re creating a workout experience that’s not only better than existing at-home solutions, but better than boutique studio workouts. Our technology offers improved efficiency, engagement, and effectiveness, which means more time, more fun, and better results for busy people everywhere.
MIRROR is located in Manhattan’s iconic NoMad District. We currently have top tier venture backers who are passionate about the product we’re launching this year and even more excited about our long-term vision for the company. We’re an inclusive space for all identities and are committed to keeping that foundation intact as we grow. We believe in high standards beginning at the interview process and continuing as a valued member of the team. If you can’t wait to get behind our mission, we want to hear more from you!
The Role & You
We are looking for a seasoned Technical Support Manager to drive exceptional Member experiences through team development and cross-functional engagement. You will manage the team that supports our Members on technical issues and work closely with Engineering, Supply Chain and Product to relay technical and quality issues reported via our Members. This role will report to the VP of Customer. At MIRROR, you will:
Build and lead a Technical Support team managed towards best-in-class service KPIs
Understand in depth how MIRROR’s products work, and partner with Member Experience Sales and Support managers to train Member Experience team
Manage processes and workflows for managing bugs, issues and technical incidents
Maintain documentation for Technical Support team to manage troubleshooting and interactions with Members, in partnership with Engineering and QA
Partner with Product, Engineering and other departments to collect reports, analyze and summarize information and trends and to propose recommendations for successful product engagement
Interface with Members as needed to provide above and beyond service
You don’t need to be a fitness buff, but you should be fired up about building a company that's going to change how people sweat! Do we have your attention? Keep reading
5+ years in customer-facing position with 2+ years in a technical leadership role
Fundamental knowledge of various LAN and WiFi technologies
Excellent written, verbal and listening skills
Strong problem solving skills and comfort with ambiguity
Experience with ticketing systems (Jira, AutoTask, Zendesk)
Bachelor’s Degree from an accredited four-year college or university.
Experience working with embedded technologies and/or IoT devices
We’re an early stage startup with lots of exciting milestones ahead. We value health and wellness at MIRROR and, as such, offer competitive health coverage and an open vacation policy, and an endless supply of snacks and coffee because we want you to be as comfortable and productive as possible.