Job Opportunities API

  WHAT IS BOX? Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.  By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.   WHY BOX NEEDS YOU  The Product Support Team's mission is to enthusiastically understand, resolve and prevent the issues facing Box Admins, Users, Developers and Partners, enabling them to solve business problems and become Box advocates. That means the team works with the entire portfolio of Box End Users, Admins, and Developers by providing break/fix support and general usage guidance. Product Support Managers are empowered to oversees the operations of a "Pod" (comprised of two, Product-area focused teams) and individual team member performance, ensuring that the best tools, processes, and timely feedback results in an exceptional customer and employee experience. They are also a point of internal and customer escalation.   WHAT YOU'LL DO    As our customer base grows and rapid changes are made to our existing and future product offerings, we need a Product Support Manager to support our continued effort to deliver customer delight and agent success. Responsibilities include: Establish and achieve Swarm/Pod/Agent goals and metrics (TTR, CSAT, etc.), including the creation of reporting dashboards and alerts. Own team member results and insight as part of weekly/monthly/quarterly metrics reviews. Provide the Voice of Customer to respective Prod/Eng (Build) orgs by delivering data that assists in decision making/prioritization, escalate the needs from our customer/agents, and enable teams/team members to become part of this process. Execute Case QA, review with team members, and establish action plans as needed. Ensure team member growth within Swarms/between roles through coaching  Timesheet approval for hourly employees Provide cross-Swarm/Pod training and mentorship. Execute employee 1:1's and Performance Management/Evaluation. Build and maintain links with corresponding Product Managers and Engineering teams and serve as a related point of escalation/contact/engagement for these teams for proposed changes, general questions, and Crisis events. Support customer escalations from Team Lead (and overflow needs). Alongside Team Lead, review open cases to identify and address potential escalations. Identify and escalate staffing/team needs that directly impact the ability to meet business objectives. Work with Swarms to develop action plans to resolve and close long-open cases Work closely with, grow and mentor a Team Lead.   WHO YOU ARE We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box. You enjoy team interaction and solving tough issues. You are smart and resourceful, a