Tumblr’s Support team is expanding its role within the company, and we need someone with the vision and energy to build it into a cross-departmental powerhouse that supports not just Tumblr’s users, but the goals of every team at Tumblr.

Your primary job will be:

  • Leading the strategic and day-to-day direction of the Support department in best resolving community problems and concerns. Balancing the demands of that role with Support’s other ongoing projects.
  • Filtering feedback from the community to the Product and Engineering teams, and ensuring each problem is handled with the appropriate amount of urgency.
  • Working with every team at Tumblr to support the organization, as a whole, operationally.

Because you’ve got these qualities:

  • Management experience, ideally with teams of 10 or more, serving in customer support or generalized logistics roles.
  • Strong communication skills, both written and verbal.
  • Deep technical experience and the ability to credibly discuss product and engineering solutions with the Product and Engineering teams.
  • Comfort with balancing the management of a department which responds to thousands of tickets a day with all of the other tasks you’ll be responsible for.
  • Experience managing a remote office, or at least working closely with one.
  • A passion for Tumblr, and a real understanding of not only our features, but also our purpose and possibilities.
  • You can read code, and you get Agile development workflows.
  • A good understanding of new and upcoming developments in technology, the internet, social media, all that; as well as an awareness of the issues that affect Tumblr’s users in particular.
  • Great judgment. Better yet, really great judgment.
  • Flexibility and poise. You’re someone who thrives in a fast-paced environment.
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