Offer summary

Qualifications:

Bachelor's degree or equivalent in a related field., Minimum of 5 years of technical support experience., At least 2 years of experience as a Team Lead or similar role in a SaaS environment., Strong technical aptitude and excellent communication skills..

Key responsibilities:

Manage and develop a team of Product Support Engineers.

Provide regular feedback and coaching to team members.

Drive process improvements to enhance support quality and efficiency.

Serve as an escalation point for customer and personnel issues.

Job description

The Team Manager leads and develops a team of Product Support Engineers, ensuring exceptional customer support across Filing, Reporting, XBRL, and Sustainability areas. This role focuses on effective team management, providing regular performance feedback, driving process improvements, and strategically aligning team objectives with Workiva's broader goals.

What You’ll Do

Manage Product Support Engineers in Filing, Reporting, XBRL, and Sustainability, ensuring high-quality output and effective operation
Provide regular, timely feedback to team members through 1:1 and team meetings, keeping them informed of product updates and issues
Mentor and coach team members to optimize performance and development
Identify and develop high-potential team members for future Team Lead roles and Senior roles by assigning projects and stretch assignments where appropriate
Conduct performance reviews and assess team member readiness for promotion, improvement, or role changes
Maintain appropriate staffing coverage for customer support channels (email, phone, chat)
Resolve interpersonal conflicts and resource issues
Drive continuous process improvements to enhance quality and efficiency
Serve as the escalation point for the team, especially for personnel or customer-impacting issues
Foster a positive team culture aligned with Workiva Values and Principles, driving employee engagement
Accountable for key projects and initiatives that drive team effectiveness and supports our ability to scale

What You'll Need

Minimum Qualifications

Undergraduate Degree or equivalent combination of education and experience in a related field
At least 5 years of technical support experience in a related industry

Preferred Qualifications

2+ years of experience as a Team Lead or equivalent in a software/technology support environment, preferably within a SaaS company
Drives results by aligning support objectives with company goals and demonstrates self-motivation
Takes initiative to execute and follow through, showcasing leadership within the team
Collaborates with external teams to prioritize support and customer needs, demonstrating strong communication skills (verbal, listening, and writing)
Well-organized with superb time management abilities; able to prioritize multiple overlapping customer requirements
Proven ability to meet established timelines and adapt in a fast-paced, rapidly changing environment
Displays a strong sense of customer service with creative and timely problem-solving skills; exhibits strong teamwork orientation
Moderate to strong technical aptitude, awareness of Workiva solutions, and proven technical problem-solving abilities
Experienced with customer management tools and knowledge-based software; proficiency in supporting the Workiva application is desired
Fluency in an additional language such as Spanish, French, Italian, or German is advantageous

Working Conditions & Physical Support:

Minimal travel required
Reliable internet access for any period of time working remotely, not in a Workiva office

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

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