Lincoln Innovations

We are looking for a new Staff here at Lincoln Innovations

About You

• You put your teammates’ and customers’ needs first. You enjoy helping support teams and enabling them to do great work. You put in the time to understand the strengths and weaknesses of those who report to you, providing ways to magnify their strengths and provide feedback to improve their weaknesses.
• You are results-oriented. You hold your team accountable to goals and stay aligned with company-wide priorities while enabling your team to work autonomously.
• You have excellent communication skills and love feedback. You make sure those who report to you understand how they are doing and what is important at any point in time. You’re always available with a suggestion on how to phrase a response to a tricky customer ticket.
• You love helping users directly. Everyone at Knovon does Support, and as a leader, in the Support team, it’s part of your daily routine. You make customers feel empowered after interacting with support and not feel stupid because of a small mistake. You love the opportunity to solve new problems every day and won’t give up when you don’t know the answer right away.
• You wear many hats. You are constantly leveling up your people management skills. You have the relevant Support skills and experience to build rapport with those you manage. On a weekly basis you can expect to be holding one-on-ones with a small group of Customer Champions, thinking through tricky tickets and giving feedback, and prioritizing Support project work.

Things You’ll Do

• Support a small team of 2-4 direct reports
• Help your team meet and exceed our Support goals
• Build rapport with members of the Support team and work hard to train them, coach them, and help them level up their skills
• Spend half your day helping customers via email or chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions
• Hold weekly one on ones with members of your team
  Experiment: this is a startup so everything can change