About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs with a passion for transforming data to drive real-world results. We are building a best-in-class enterprise Customer Data Platform that empowers marketers to create personalized data-driven experiences for the customers. We’re scrappy problem solvers who believe in tackling big challenges with disruptive thinking and giving our customers the support they need to deliver great next-generation experiences at scale.

At Simon, we firmly believe that business success starts and ends with people. We all do our best work when we are surrounded by other friendly top performers who want to succeed together. This attitude is core to our values. When you trust your team, invest in their development, and give them ownership, great things happen.

The Role

Do you enjoy figuring out how everything is aligned and working as it should? As a leader for our Operations Management team, you will contribute to and manage a team of support engineers to triage and resolve support issues that impact reliability and speed of our product. You will also help recognize and prioritize trends in customer issues and implement team processes to address them. You will grow to be a resource across the company as you deepen your knowledge of the engine that runs Simon Data. You will help grow our support team by nurturing them in their career growth, assisting them to onboard, and help them navigate tricky tickets and customer issues. You will help drive improvements by defining and tracking key performance indicators and meeting service level agreements.

What you’ll do

• Help grow a support team that aligns to improve efficiencies in our support model
• Act as a player/coach to set the standard for superior quality support and customer experience
• Train, onboard, and manage new support team members 
• Track and report on team performance and work
• Partner with Support, Customer Success, Product Management, and Engineering to help identify improvement areas
• Run and coordinate a 24/7 on call process to ensure our systems are operating as expected and escalation paths are followed if needed

Qualifications

• 5 years of management or team leadership background
• Proven ability to successfully guide teams & projects
• Ability to troubleshoot technical problems using SQL, reading Python, and debugging Jinja
• Ability to read and understand code (preferably python) to troubleshoot and recommend fixes
• Strong communication and relationship building skills
• Fluency in Spanish
• A passion for working with data
• Thoughtful, curious and a problem solver

What We Offer

• 100% coverage of medical premiums for employee AND family
• Flexible PTO 
• Generous Maternity and Paternity Leave
• Remote work, quarterly wellness, and client support stipends
• Professional Development stipend

In compliance with the state and city salary transparency requirements, the potential salary for this position is from $100,000 to $125,000 which represents a range commensurate with experience.

Visa sponsorship for this role is currently not available.

Diversity

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.