Being safe should be simple. And it is for more than 3 million people, thanks to SimpliSafe. Over the last decade, we’ve transformed home security from an outdated, intimidating industry to something smart, radically approachable and impeccably engineered. We’ve taken on the entrenched industry giants, and we’re winning. CNET named SimpliSafe their Editors’ Choice. And PC Magazine awarded us both Editors’ Choice and Readers’ Choice.

Even as the fastest-growing security company in the country, we retain our small-company ethos: no-ego, hard-working collaborative teams tackling complex projects head-on. We strive to create an inspiring and innovative workplace, and it hasn’t gone unnoticed. SimpliSafe recently landed on both Built In Boston’s “Best Places to Work in 2019” and Wealthfront’s “2019 Career Launching Companies” lists.

Company Mission

We believe home should be safe. For everyone. And we have the big ideas and brilliant minds to make it happen. We’re changing how people think of home security, one home at a time. We’re revolutionizing an outdated industry that alienated homeowners with contracts that value profit over protection. And we’re proving that, yes, you can get extraordinary home security at an extraordinarily fair and honest price. For the first time ever, home security really feels like home.

PRIMARY PURPOSE:

The Sr Manager of Technical Support will provide leadership to the broader contact center organization around effective technical troubleshooting across the full SimpliSafe product portfolio. This leader will engage at multiple levels across the business and play a critical role in driving improved business results through lower return & replacement rates, as well as driving an improved Customer Experience.

By creating strong partnerships throughout the organization with both internal contact center & support teams and outside engineering teams, as well as through the direct management of our top tier technical support teams, this individual will have an important voice at the table and role in helping to execute on our 5 year strategic plan.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

  • Directly manage our highest level of technical support agents – creating the agent profile & building the career path to effectively develop and source internal talent as well as recruit effective resources from outside the business
  • Understand in a detailed way the top technical support issues that require engineering support to solve, advocate for the timely resolution of those issues for customers, and effectively convey known issues to our front line teams
  • Partner with our knowledge management teams to ensure a regular review of agent resources for effectiveness
  • Work with our engineering, product & customer success teams to communicate & help to resolve issues filtering up through the contact center
  • Monitor replacement rates in the contact center, and work with front line leaders to actively manage that metric
  • Assess the overall organizational needs of the function and build effective business cases around organization & other initiatives
  • Engage as part of the contact center leadership team to drive overall improvement across the organization
  • Analyze and report data and project status to internal stakeholders, management, and C-Suite as needed
  • Contribute to an environment where people and technology thrive together to accomplish more than they could apart 

QUALIFICATIONS

  • 7-10 years of experience in a role focused on high level technical support from in a leadership role
  • Proven experience to deliver real business results
  • Able to build strong, collaborative relationships across the organization and create effective routines to communicate issues & drive issue resolution
  • Excellent writing, powerpoint, & presentation skills are a must
  • Experience interacting and presenting at all different levels of an organization, up to & including C-suite
  • Ability to manage competing priorities in a dynamic and fast paced environment
  • Demonstrated experience in building new processes & structures where none existed before
  • Contact center knowledge or experience a plus

Skills & Knowledge

  • Effective collaborative and proven process improvement skills
  • Exceptional oral and written communication skills
  • Ability to interact within all levels of the organization
  • A strong working knowledge of Microsoft Office products
  • Demonstrated ability to successfully plan, organize and manage projects
  • Detail oriented, excellent proofreading and editing skills
  • Demonstrated leadership skills in managing collaborative business teams and leading by influence

If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

Apply for this Job

* Required

  
  


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in SimpliSafe’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.