Product Support Team Lead

Posted Mar 6

Job Summary:

The Product Support Team Lead provides coaching and mentoring to a team of Support Engineers in role-based competencies and knowledge of the Workiva platform and solutions to achieve designated team metrics. Team Leads assist support engineers on tickets originating in Workiva solutions and integrations, guiding when tickets should be escalated or progressed. In addition to escalated tickets, the Team Lead assists with frontline coverage and major incidents. Utilizing their skills, they mentor, coach, and guide the team through incident evaluations and virtual side-by-side coaching for live evaluations. This role addresses performance gaps, documents concerns, and collaborates with the team manager for overall performance management. The Team Lead also contributes to training, onboarding, and the development of new hires.

What You’ll Do:

  • Collaborate with the Team Manager to achieve assigned metrics and KPIs for the team
  • Daily review of team interactions to identify coaching opportunities and ensure progress on open tickets
  • Provide feedback through formal coaching evaluations on calls, chats, tickets, and live side-by-side evaluations
  • Perform daily reviews of KPIs and metrics to proactively address customer needs and coach the team effectively
  • Direct client support, especially on escalated tickets or major incidents
  • Utilize customer support experience and Workiva solutions knowledge to handle customer issues and guide team members in issue resolution
  • Own the maintenance and progression of onboarding content for Workiva's scaling platform
  • Contribute to training, onboarding, and development of new staff
  • Guide and contribute to writing support center articles to enhance documentation breadth and quality
  • Collaborate with the team manager to identify areas for process improvement
  • Provide frontline coverage as needed

What You’ll Need:

Minimum Qualifications:

  • 2+ years of related experience
  • High School/Secondary education or Bachelor’s Degree
  • Advanced degrees considered in lieu of experience

Preferred Qualifications:

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to coach and mentor others to achieve expected outcomes
  • Ability to give direct feedback on performance with intentions to drive improvement
  • Strong attention to detail
  • Moderate-strong technical aptitude, with competency in GSuite and Microsoft Office Suite
  • Self-motivated and action-driven with the ability to take initiative, execute, and follow-through
  • Well-organized with superb time management skills
  • Demonstrates strong customer service orientation with creative and punctual solutions
  • Strong teamwork orientation
  • May have prior experience leading projects and/or peers

Remote - Ready Excellence:

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

How You’ll Be Rewarded:

  • Salary range in the US: 

$61,000.00 - $104,000.00

  • A discretionary bonus typically paid annually
  • Restricted Stock Units granted at time of hire
  • 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

At Workiva, you’ll enjoy: 

  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
  • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
  • Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
  • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.

Learn more about life at Workiva: https://www.linkedin.com/company/workiva/

Learn more about benefits: https://www.workiva.com/careers/benefits

Workiva is an Equal Employment Opportunity and Affirmative Action 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, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.

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 supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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