Manager on Duty, Customer Experience

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

ABOUT THE ROLE…

Manager on Duty

You will be part one of the best Support teams in the industry. Our CX culture focuses on 5 key values – Customer First, Teamwork, Ownership, Creativity, and Persistence. 

You will be the primary point of escalation, and the position will be a cross-functional role, serving as a bridge between the customer, sales, and our customer support organization, in order to ensure that customer and account team escalations are promptly attended to during your shift.

As such, you will be:

• A primary point of contact for customer and account team escalations during your shift


• Responsible for initial triage of resources, and ensuring prompt response to escalations


• The ambassador of continuous improvement within the support organization


• Tasked with identifying areas of improvement and escalation trends that you will then present to support leadership to action


• Working with a team of Managers On Duty (MOD’s) to identify and track critical escalations which may require continuous engagement spanning multiple time zones outside of your shift


• Responsible for following through on commitments resulting from escalation requests, including follow up meetings, and root cause analysis completion / delivery


• Closely working with the CX Technical Support Escalation Management team to raise critical issues with cross-functional teams

Education 

• Masters Degree in Business Management or equivalent is a plus. 

Certifications

• The following certifications are a plus




• ITIL


• Technology specific certs (VCP, CCNA, DCA, MCSE, LPIC, etc)


• Smartsheet Product Certification

Experience

• Minimum of 3 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.


• Customer-focused, understanding the customer requirements and delivering on commitments while working with backend resources such as SDM, ENG, TSE, EE, GSAM, AE, SE, Sales Leadership.


• Strong sense of urgency and availability in order to manage crisis situations


• Ability to work effectively in high-stress situations and engage with major accounts at all levels


• Strong written and verbal communication skills and the ability to influence others 

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.


• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!


• Pure Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company-sponsored team events. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [email protected] if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
 
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.