About us... 

Permutive is powering the future of targeted advertising on the Open Web today. As the only Audience Platform built on edge computing, we enable premium advertisers and publishers to plan, build and activate cohorts — all while keeping everyone’s data safe. 

We’re a remote-first B2B SaaS company with 150+ people—centred around our London and New York hubs—and growing rapidly. We have received funding from some of the world’s best investors, including a recent $75m Series C led by SoftBank Vision Fund 2.

About the role…

Permutive is looking for an empathetic Regional Team Lead with strong technical skills to join and manage our growing Customer Support team in the US. You will develop and coach your team to success while ensuring we continue to offer world-class support to our customers through quick and sound responses to queries and issues. You will be supporting products that transform the way publishers make money and help to transform the way engineering builds software on the edge.

About the team...

The Support team is divided into 2 tiers and works directly with our customers across the globe. We aim to delight our users with friendly and personalized support while gathering feedback to drive improvements to our products. You'll work closely with every part of the organization including Product, Engineering, and Customer Success to help scale Permutive globally.

What you will do...

  • Be the primary escalation point for the US Support team.
  • Provide Quality Assurance (QA) and feedback to the team on their work.
  • Contribute to the ongoing learning and success of the team by sharing knowledge through mentorship and collaboration.
  • Aid with the continuous improvement of Support Operations (responsible for meeting Service Led Agreements (SLAs), and writing documentation) and be part of a team that is a key stakeholder for our product and engineering teams in driving our roadmap.
  • Triage incoming requests and spot trends in customer issues to flag for the wider team.
  • Work with the product development team to test new features and bug fixes and surface meaningful customer feedback.
  • Drive and help shape our support processes within the company, working with Technical Operations (L2) and other members of the Service Operations team.
  • Train our customers and internal teams on product features and best practices.

We’d love to hear from you if you have…

  • Strong leadership experience and a passion for supporting and developing others.
  • The ability to articulate complex thoughts; one moment you may be having a technical discussion with an engineer about the product implications of a new feature, before working directly with a non-technical customer to fix a problem.
  • An understanding of the web and how it works; while you're not necessarily writing and deploying your own JavaScript-based, CSS-heavy responsive sites, you're also not afraid of the technology.
  • Great time management and prioritization skills, as things move quickly in this environment and it’s crucial that you are able to react to new information and re-prioritize accordingly.
  • Operational awareness; a sense of the big picture in any organization you inhabit, how team members’ individual goals contribute to that, and how you can help team members navigate best within the big picture.

We'd be particularly excited if you have... 

  • Experience in the adech or martech space.
  • Experience writing customer-facing articles or support content.
Interview Process
  • Initial interview : 60 minutes with our UK Service Operations Team Lead
    • Tech test - communications, HTML/CSS/SQL via GitHub (which you can set up for free here)
  • Second interview: 90-minute panel interview with a member of the Service Operations team
  • Third interview: 60-minute panel interview lead by the Tech Operations team
  • A 30-minute values interview
  • Final interview - 90 minute conversation lead by the Head of Support and the UK based Service Operations Team Lead

Compensation:

We take a structured, objective approach to salary-setting, which is based on market information, our compensation strategy, and your experience and capability as assessed through our interview process. For a typical candidate with strong leadership experience plus most of our requirements, we would likely pay $115,000 + options.

For a candidate with a breadth of experience, and who meets several of our bonus criteria, we’d pay up to $130,000.

Benefits

  • Stock options
  • Health & dental is covered 100% for Permutive employees and 75% for dependents
  • Parental Leave Policy entitling new parents up to 26 weeks of leave on full pay
  • Everyone has an annual learning budget of $3,000 which we encourage you to use to level up
  • Time to rest and relax with unlimited paid leave (minimum expectation of 25 days annually)
  • Extensive training and development opportunities
  • 401(k) plan
  • Free access to Spill, our mental health partners

Diversity, Equity & Inclusion

At Permutive, we’re taking a thoughtful, intersectional, long-term approach to diversity, equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish, and we are taking continual action to progress in that direction. If you would like to read an outline of efforts we have already made towards becoming a more inclusive company as well as insight into what we are actively working on, you can find that information here.

How we are responding to COVID-19

We have a presence in London and New York. Permutive is a remote first company committed to working from home for all Permutive employees until early 2022. We have invested significant time and budget into ensuring that everyone is suitably equipped to manage this time period. Our guiding principle behind any decision we make will always be the health and well-being of our employees. In February 2022, we will continue to be a remote first company, and all employees will have optional access to in-person collaboration space in NYC and London.

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