Python Job: Customer Support Manager

We are looking for a Customer Support Manager to support our growing customer base of analysts, data scientists, tinkerers and makers.

In addition to direct customer support, you will have the autonomy to design and implement processes to meet the growing support demand and serve our users at scale. There is no blueprint for what your day will look like - you might find yourself answering a challenging product question, troubleshooting bugs, improving our documentation or educating our users on how they can succeed using Deepnote.

Deepnote is a new kind of a product in a fast-growing space. On a daily basis you will be seeing requests and issues that you will transform into product feedback, helping us build an amazing product loved by the community and customers.

What you'll work on:

• You will be the first point of contact for our customers. We talk to customers via live chat, Deepnote community and social media.
• You will identify and execute opportunities for continuously improving our customer support foundation. Some of the strategic projects might include:
  
  • Evaluation & selection of a new customer support platform
  • Re-design of customer support touchpoints for different user segments
  • Measurement & reporting of customer support metrics internally
• You will experiment with new content and formats to serve our community at scale - this might include videos, documentation or how-to guides.
• You will nurture Deepnote's community by driving engagement in close collaboration with our Community advocates.
• You will closely work with our Engineering, Product and Design teams to surface customer feedback, feature requests and document bugs.

About you:

• You have experience working in a technical customer support.
• You have a working knowledge of Python, SQL and data science workflows.
• You are comfortable working with a wide range of customers - students, data scientists, enterprise teams or senior executives.
• You are an exceptional communicator.
• You have a strong interest in building & nurturing a thriving community.

Bonus points:

• If you have experience building a customer support function from a fast-growing startup.
• If you extensively worked with notebooks or BI tools before.
• If you know basic web development (HTML, CSS, React) to solve small bug fixes by yourself.

Benefits:

• Competitive compensation package
• 25 days of PTO + sick days
• Health benefits package
• Kick-start bonus to get you set up
• Unlimited learning & professional development budget
• Semi-annual company retreats
• Budget for travel to our offices in Prague / San Francisco