Sr Mgr Support (Remote)

About GitHub: As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.
Locations: In this role you can work from Remote, United States
Overview:

GitHub is the home for all developers. GitHub keeps growing, and so the Support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We’re looking for a Support Manager who will be responsible for the oversight and performance of a distributed team answering customer support requests, triaging escalations, and improving our internal knowledge base and processes.

The successful candidate will lead a team focused on assisting customers with questions related to account ownership, access, permissions, restrictions, privacy, and compliance.

The position reports to the Director of Security and Revenue Support and works closely with other teams and leaders across the company.

GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require occasional travel to meet with co-workers.

Responsibilities:

• Manage, mentor, and coach team members

• Provide career development planning and guidance

• Meet 1-1 with team members on a regular basis

• Hire, onboard, and train new team members

• Maintain cross-team communication between Support, Engineering, and Sales

• Work with the Director of Security and Revenue Support on the development and execution of team strategy

• Work with other Support managers/teams to foster team collaboration

• Work with other Customer Success leaders to foster cross org collaboration

• Facilitate the implementation of new processes to improve customer support

• Promote and build upon the unique collaborative culture of GitHub Support

• Handle and follow-up on customer escalations

• Collect and analyze support metrics to drive improvements

Qualifications:

Required qualifications

• 7+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles

  • OR Bachelor’s Degree in Computer Science, Business Management, or related field AND 5+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles

  • OR Master’s Degree in Computer Science, Business Management, or related field AND 3+ year(s) direct and/or management experience in technical customer support, technical writing, system administration, or related roles

  • OR equivalent experience.

Preferred qualifications

• Experience working and managing remotely

• Experience leading a globally distributed team

• Experience in high volume technical support

• Direct experience in the hiring process, including reviewing candidates, interviewing, and collaborative, inclusive decision making

Compensation Range: The base salary range for this job is USD $89,200.00 – USD $236,000.00 /Yr.

These pay ranges are intended to cover roles based across the United States. An individual’s base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. GitHub Leadership Principles:

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are: GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.
EEO Statement: GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!