GitHub is the home for all developers. GitHub keeps growing, and so the Support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for a Support Manager who will be responsible for the oversight and performance of a distributed staff answering customer support requests, triaging escalations, and improving our internal knowledge base and processes.
The position reports to the Director of Support Delivery and works closely with other teams and leaders across the company.
GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require occasional travel to meet with co-workers.
Responsibilities:
- Manage, mentor, and coach team members
- Provide career development planning and guidance
- Meet 1-1 with team members on a regular basis
- Hire, onboard, and train new team members
- Maintain cross-team communication between Support, Engineering, and Sales
- Work with the Support Delivery Sr. Director on the development and execution of team strategy
- Work with other Support managers/teams to foster team collaboration
- Work with other Customer Success leaders to foster cross org collaboration
- Facilitate the implementation of new processes to improve customer support
- Promote and build upon the unique collaborative culture of GitHub Support
- Handle and follow-up on customer escalations
- Collect and analyze support metrics to drive improvements
Required Qualifications:
- Experience leading a globally distributed team
- Experience in high volume technical support and creating and fostering good support practices.
- Experience working directly with customers across the globe.
- Strong empathy for GitHub users and GitHub Support
Preferred Qualifications:
- Scaled a quickly growing support team
- Experience working and managing remotely
- Knowledge of Git and GitHub
- Ability to look through and understand code (Ruby / Bash) and working with and troubleshooting Linux servers
Location: In this role, you can work remotely from anywhere in Australia.
#LI-Remote
About GitHub:
GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open source community on earth (and 99% of the world’s software has open source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!).
At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.
Leadership Principles:
Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.
