Confluent

Compensation

Full Description

Description: • Build a great team and company; develop strong relationships, capabilities, and experience among Confluent team members • Manage, grow, and mentor a team of remote and/or local engineers; own the hiring process and foster deep technical expertise • Own the operational health of your team, including ticket queue management, staffing, and performance; drive CSAT, SLA Adherence, and QA review scores • Develop and continually improve Confluent support offerings and operations for existing and new products • Analyze and present team performance, trends, and business impact in monthly operational reports and quarterly business reviews • Respond to and resolve customer escalations; participate in an on-call rotation • Ensure robust coverage and scheduling to manage ticket load and meet service level agreements • Own the relationship between specialized team support and engineering; coordinate escalations across functional groups when necessary • Collaborate with other teams involved in Customer Success Requirements: • 3+ years of experience hiring and managing technical teams of local and/or remote employees • Experience working in a customer facing support role and handling escalated issues • A commitment to metric-driven management and data-driven decision making with experience owning and reporting on team KPIs • A desire to make customers successful through direct interaction • Experience working cross-functionally to develop and improve processes and resolve issues • Experience leading a specialized or tier-3 technical team is a plus • Ability to participate in on-call rotation and handle customer escalations • Legal authorization to work in the United States (application asks about work authorization and sponsorship) Benefits: • $145.8K – $171.4K base salary range • Offers Equity • Competitive pay and benefits that are in line with industry standards • Wide range of employee benefits (see confluentbenefits.com) • Remote work (West Coast Region, United States)