Job Description

ABOUT US

MIRROR is the worlds first nearly invisible home gym featuring live and on-demand fitness classes in a variety of workout genres, and 1:1 personal training. MIRROR is creating a new category of in-home fitness with cutting-edge hardware, responsive software, and best-in-class content that transforms any room into a complete home gym. For the first time, the essential components of a great studio workout--variety, personalization, and community--are brought to the most convenient place: the home.

We recently joined the lululemon family, operating as an independent entity, and now have the resources of a public, global company behind us. Were an inclusive space for all identities and are committed to keeping that foundation intact as we grow. If you're eager to make an impact in a quickly growing business, 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 Director of Member Operations.

AT MIRROR, YOU WILL...

• Build and lead a Technical Support team managed towards best-in-class service KPIs
• Understand in depth how MIRRORs 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

REQUIREMENTS

The Necessities

• 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)

The Extras

• Bachelors Degree from an accredited four-year college or university.

• Experience working with embedded technologies and/or IoT devices

BENEFITS

• Competitive Compensation
• Competitive Health Coverage
• 401(k) plan
• Self-directed Paid Time Off
• Opportunity for Rapid Growth