Mindtickle

Senior Manager, Customer Success Engineering

Project Manager, E-Learning

Customer Success Manager [US Shift]

Software Development Engineer - II (IOS)

SDE III Backend

Group Product Manager

Senior Manager, Services Delivery

SDET - I

Senior Technical Program Manager

Mindtickle is seeking a Senior Manager/Head of Support to lead its customer excellence initiatives. This strategic role involves shaping the Support function's strategy, structure, and culture, focusing on customer trust, technical depth, and operational rigor. The leader will inspire a team of support engineers and managers, deliver exceptional service to global enterprise clients, and act as a strategic partner to Product, Engineering, and Success teams, ensuring urgent, empathetic, and excellent customer interactions.

SDET- II

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Who we are</h3><p class="my-4 text-gray-700 leading-relaxed">Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Job Brief</h3><p class="my-4 text-gray-700 leading-relaxed">Mindtickle is looking for a passionate and forward-thinking Senior Manager/Head of Support to lead our next chapter of customer excellence. This role demands a leader who can balance vision and execution, empathy and scale, and who believes that support is not just a function or cost center but a strategic advantage, a differentiator.</p><p class="my-4 text-gray-700 leading-relaxed">In this role, you will shape the strategy, structure, and culture of our Support function, anchored in customer trust, technical depth, and operational rigour. You will lead with a customer-obsessed mindset, inspire a team of support engineers and managers, and bring a strong enterprise lens to deliver exceptional service to some of the world’s most respected enterprises.</p><p class="my-4 text-gray-700 leading-relaxed">As the voice of the customer and a strategic partner to Product, Engineering, and Success teams, you will ensure that every interaction reflects a sense of urgency, empathy, and excellence. You will be trusted to shape the experience of some of the most demanding and strategic global enterprise customers and play a critical role in defining how support is perceived across the company as a strategic enabler.</p><p class="my-4 text-gray-700 leading-relaxed">If you are ready to lead with heart, act with urgency, and engineer with purpose, we want to hear from you.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What’s in it for you?</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead a high-performing support team to delight global customers, providing superior customer experience with customer trust as the guiding principle.</li><li class="leading-relaxed">Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success.</li><li class="leading-relaxed">Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership.</li><li class="leading-relaxed">Demonstrate success in reimagining support operations using AI or AI-based quality scoring. Not just adopting tools, but redefining workflows with them. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling.</li><li class="leading-relaxed">Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence.</li><li class="leading-relaxed">Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity.</li><li class="leading-relaxed">Data-driven decision making: Leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency.</li><li class="leading-relaxed">Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.</li><li class="leading-relaxed">Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.</li><li class="leading-relaxed">Champion the voice of the customer internally and close the loop with actionable feedback.</li><li class="leading-relaxed">Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.</li><li class="leading-relaxed">Drive continuous upskilling through training and career development programs.</li><li class="leading-relaxed">Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.</li><li class="leading-relaxed">Instill a culture of accountability, collaboration, and continuous improvement within the support org.</li><li class="leading-relaxed">Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">We’d love to hear from you, if you:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">12-15 years of experience in technical support, customer success; 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization.</li><li class="leading-relaxed">Leadership DNA: Proven ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams.</li><li class="leading-relaxed">Enterprise Customer Experience: Proven experience building and leading support functions for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations.</li><li class="leading-relaxed">Past experience in successfully driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty through structured feedback loops and measurable impact.</li><li class="leading-relaxed">Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calm under pressure and excellence in stakeholder management.</li><li class="leading-relaxed">Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions.</li><li class="leading-relaxed">Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment.</li><li class="leading-relaxed">Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.</li><li class="leading-relaxed">Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.</li><li class="leading-relaxed">Brings the ability to translate complex technical concepts into clear business impact, and ensure support teams are equipped to handle increasingly technical customer environments.</li><li class="leading-relaxed">Strategic Thinker and Hands-on: Can operate at 10,000 ft and 10 ft, shifting between strategy, execution, and coaching effortlessly.</li><li class="leading-relaxed">Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes.</li><li class="leading-relaxed">Structured problem solver who breaks down complex challenges into logical, actionable components.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Our culture & accolades</h3><p class="my-4 text-gray-700 leading-relaxed">As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.</p><p class="my-4 text-gray-700 leading-relaxed">Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.</p><p class="my-4 text-gray-700 leading-relaxed">Mindtickle is proud to be an Equal Opportunity Employer.</p><p class="my-4 text-gray-700 leading-relaxed">All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.</p><p class="my-4 text-gray-700 leading-relaxed">Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.</p><p class="my-4 text-gray-700 leading-relaxed">We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p>

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As an IT Support Administrator at Thatch Health, you will be crucial in maintaining productivity and security within a Mac-first environment. This role involves providing expert support for a modern technology stack, managing the employee lifecycle from onboarding to offboarding, and ensuring robust access control and hardware provisioning. You will also build and maintain a comprehensive knowledge base, automate repetitive IT tasks, and collaborate with teams to uphold the company's security posture. This position offers autonomy to improve systems and directly impact company operations in a fast-growing healthcare technology company.

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the role</h3><p class="my-4 text-gray-700 leading-relaxed">At Thatch Health, technology isn't just what we build—it's how we work. As our IT Support Administrator, you'll be the go-to expert who keeps our teams productive, secure, and equipped to do their best work. This role offers the opportunity to work with modern tools in a Mac-first environment, where you'll have the autonomy to automate processes, improve systems, and directly impact how our entire company operates. If you're someone who thrives on solving technical challenges, values security best practices, and wants to work in a fast-growing healthcare technology company where your contributions are immediately visible, this role is for you.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What you'll do</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Provide expert support for our technology stack including Macs, iOS, Android, Rippling MDM/SSO, 1Password, Google Workspace, Microsoft Office, Slack, Zoom, Linear, and Notion</li><li class="leading-relaxed">Own the complete employee lifecycle experience from onboarding through offboarding, managing access control, hardware provisioning, and ensuring audit-ready documentation</li><li class="leading-relaxed">Build and maintain a comprehensive knowledge base that empowers employees to solve common issues independently</li><li class="leading-relaxed">Identify opportunities to automate repetitive IT tasks, improving efficiency and reducing manual overhead</li><li class="leading-relaxed">Partner with the IT Lead and cross-functional teams to support company-wide initiatives and maintain our security posture</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Background we're looking for</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">3-5 years of hands-on IT support experience in a corporate environment</li><li class="leading-relaxed">Certification in Network+, Security+, JAMF, Bettercloud, Okta, or comparable credentials</li><li class="leading-relaxed">Deep understanding of SSO, 2FA, passkeys, and password management systems</li><li class="leading-relaxed">Strong knowledge of security principles and best practices with proven ability to implement them</li><li class="leading-relaxed">Excellent follow-through and organizational skills—you never let tasks fall through the cracks</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Experience we’d be particularly excited about</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Self-motivated individuals who can work independently with minimal supervision and take ownership of projects from start to finish</li><li class="leading-relaxed">Quick learners who can master new technologies with minimal guidance</li><li class="leading-relaxed">Patient communicators with flexible, inclusive interpersonal skills who genuinely enjoy helping others</li><li class="leading-relaxed">Problem-solvers who are resilient in learning from mistakes and view technical challenges as opportunities</li><li class="leading-relaxed">People who thrive in fast-paced environments and can adapt quickly to changing priorities</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What to expect</h3><p class="my-4 text-gray-700 leading-relaxed">We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:</p><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">25 minute phone screen to talk through your background and interest in Thatch</li><li class="leading-relaxed">30 minute Zoom meeting with the hiring manager to dive deeper into your experience and the role</li><li class="leading-relaxed">30 minute Zoom meeting to meet 3 members of the team</li><li class="leading-relaxed">30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles</li></ul>

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