Job Description

MANAGER, CUSTOMER SUPPORT

Ease has an exciting opportunity for an experienced technical Manager for our Customer Support Team. Reporting to the Director of IT, you will manage a small but growing team on the front lines of our supporting our SaaS product EASE Audits. You will handle customer support calls and cases, troubleshoot and reproduce problems, and deliver solutions support to our customers, which include worldwide Tier-1 Automotive manufacturers, Aerospace companies and many others in top-tier manufacturing industries.  You will manage the Customer Support Team ensuring that SLA’s are met, staff schedules, track and report on support team related metrics and be the conduit between our customers and the customer success, development and operations teams in managing customer related issues. If you like challenges and making things hum, working with a great team with an awesome company culture, this could be the position for you.

U.S. employment location is currently remote due to COVID 19. The position will be located in Ease’s Mission Viejo, CA office when remote working is lifted. 

WHAT YOU’LL DO:

• Manage customer support team to include incident and problem management
• Managing and triaging Ease customer issues and communicating with customers, product managers, and development team for timely resolution
• Product support testing and validation to include assisting QA in testing new features, bug fixes and general product releases
• Work with product managers to ensure customer related issues or requests are documented to allow for prioritization and review by the technical and development teams.

WHAT WE’RE LOOKING FOR:

• BS degree in information technology, business, communications or related field or proven work experience in related position
• Demonstrated understanding of supporting SaaS products
• Demonstrated understanding and use of MySQL/SQL tools and query language
• Experience providing support for cloud-based SaaS products
• Minimum of 3 years’ experience in similar position or role
• Excellent communication skills and the ability to develop and maintain effective internal and external working relationships
• Ability to take ownership and management of customer requests and issues from beginning to end, working with multiple departments and outside organizations effectively
• Experience with working in an Agile environment.

A PLUS TO HAVE ANY OF THE FOLLOWING:

• Understanding of industrial engineering concepts and practices
• Prior plant or factory floor experience
• Multi-Lingual – English, Spanish, Chinese

ABOUT EASE:

Ease is the leader in mobile plant floor audit and insights software for the manufacturing industry. Recently recognized as a category leader for quality management by G2 and ranked #1 for customer satisfaction, global manufacturers rely on the EASE platform to drive measurable improvements to quality and safety on the plant floor. Even during a global pandemic, Ease has continued its remarkable double-digit growth and outstanding customer retention.

Leading manufacturers such as Aston Martin, Continental Tires, 3M, Tenneco, and Bosch use EASE to conduct and analyze millions of plant floor audits annually, transforming data into actionable intelligence. We are leading the way for the world's manufacturers to end "paper-based" quality and safety initiatives and deliver digital transformation.

WHY YOU’LL LOVE EASE:

Our employees are the heartbeat of everything we do, driven by the company’s guiding principles and a culture we passionately protect. At Ease we collaborate with respect and humility and deeply value and honor work life balance and having fun while we do it. Employee development and training is part of our DNA so you can look forward to growth and a career path. We’re committed to the health and happiness of our employees and offer a comprehensive and generous benefit package including medical, dental and vision insurance, a 401(k) Plan with company match and unlimited PTO.

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