Product Support Manager

| Greater Boston Area

About Panorama:

Panorama is on a mission to radically improve student outcomes by helping educators act on data. We're working toward a world where every student has great teachers, great schools, and a great education. Thousands of schools use the Panorama platform as an important tool for improving education through data, from helping teachers hone their practice, to engaging with families, to building school culture, and beyond. Panorama is rapidly growing: today, more than nine million students receive a better education because of Panorama, and we hope to serve many millions more students in the coming years.

About the Role:

Panorama’s Product Support team provides world-class technical support to all Panorama users. We connect educators, students, families, staff and community members to valuable resources and provide fast, accurate answers to their questions about our product.

We are seeking a Product Support Manager to help provide world-class technical support and guidance to the thousands of users who are on our platform every day. Our users are educators, families and students; sensitivity to their questions and technical capabilities is a must. We also preserve confidentiality with ironclad integrity. No detail or question is too small.

Key Responsibilities:

User Support

  • Accurately and thoroughly resolve user questions and requests that are received via email and occasionally phone in a timely manner; this requires expertly navigating our product and sleuthing for client details to ensure responses include proper context
  • Serve as the primary technical contact for our clients using our self-service platform to answer questions about the platform, troubleshoot challenges, and provide customizations
  • Be motivated to hit our target response times (every conversation started within two hours of a request) and other performance metrics
  • Partner with Product Support and Client Success colleagues to identify and escalate mid- and high- complexity questions and requests
  • See patterns in user support requests that suggest an opportunity for product or process improvement
  • Monitor the support desk outside of regular business hours on a rotating schedule to serve as the first line of defense for urgent issues identified

Product Expertise and Resource Development

  • Connect users with resources, offerings, and tools to help them understand best practices and meet their goals with the data they collect through Panorama’s online platform
  • Identify when a client would benefit from new resources and work with the larger Panorama team to create those resources (for example, revised onboarding resources or a new FAQ)
  • Become absolutely expert on our product; use expertise not only to guide and support our users but to coach and teach teammates who are learning the product as well

What We're Looking For:

  • Demonstrated excellence in a product support role and high comfort with helping people successfully navigate online tools and products via email
  • Warm and clear in oral and written communication; grace and poise in diffusing situations when a user might be frustrated or confused
  • Comfort with a significant amount of detail and have a track record of being well organized and careful on follow through; exceptional personal time management
  • Passionate about education; a total plus if you have education experience which would allow you to deeply understand the environments our users are in and the needs they might have
  • Excited to work in a tight-knit team, and someone who successfully works independently with little oversight
  • Experience using technology to make processes—both big and small—more efficient, effective, and measurable
  • Problem-solving instincts to tackle each question with energy, creativity and warmth for our clients
  • Systems-thinker, looking for ways we should systemize client support to make it more consistent, more successful, and to enable our clients to drive more of the work themselves
  • Experience with creating resources for users (how-to guides, video guides and other strategies to coach and teach users) is a plus
  • Proficient in Spanish (preferred)

Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such we are an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

We're on School Street above the Walgreens at Downtown Crossing. We're just a few minutes walking distance from the Blue, Orange, and Red Lines.

An Insider's view of Panorama Education

What’s the vibe like in the office?

We work really hard because we care deeply about what we do and who we do it for. Our rich diversity allows for collaboration with people from all walks of life to build something meaningful and impactful for our future. I would be remiss in not saying that I work with some of the most hardworking, intelligent, and admirable people I’ve ever met.

Jen

Product Support Manager

What does your typical day look like?

My days revolve around our mission of being the best part of our client’s day. Collaboratively working with other engineers and Client Success teammates to problem solve, build new tools, integrate/onboard new clients, and support the needs of existing clients are just a start.

Jahvon

Engineer

What makes someone successful on your team?

Being eager, highly adaptive, dependable, and believing that our work is significant. For example, we’ve prioritized schools visits this year. As an engineer, I saw our product in a whole new light when I watched teachers actually interact with it as a normal part of their day. This allows us to carefully and thoughtfully craft our product.

Jemma

Engineer

How do your team's ideas influence the company's direction?

We empower each team member to build plans to turn strategy into reality. We believe that leveraging everyone’s unique skills and experiences will yield the best possible outcomes for our clients and cultivate an environment of teaching & learning.

Katie

CFO

What projects are you most excited about?

I am excited about elevating equity and inclusion as we support educators and school leaders in creating environments where all students thrive. For the Teaching & Learning team, we try to focus on designing learning experiences and resources that help partners navigate and process data to learn the ways that students experience school differently.

Nashaira

Workshop Facilitator

What are Panorama Education Perks + Benefits

Panorama Education Benefits Overview

Our team members show unmatched devotion to improving education so in return, we've worked hard to craft a benefit offering that cares for each Panoramian and shows our devotion to and appreciation for them. Our benefits range from 90% coverage of medical premiums to flexible vacation to generous parental leave to daily catered lunch.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer two kinds of FSAs so employees are able to set aside pre-tax dollars to pay for health care expenses like copays and deductibles. We also reimburse up to $50 per month for gym memberships.
Disability Insurance
Dental Benefits
Panorama covers 90% of the cost of dental premiums.
Vision Benefits
Health Insurance Benefits
Panorama's health insurance plan through BCBS offers a PPO and HMO option. Panorama covers 90% of premium costs.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Panorama matches 100% of employee contributions of up to 4% of their annual salary. Matched contributions vest right away!
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We work really hard at Panorama so we make sure our team members are comfortable and well supported by benefits and perks that are motivating and encourage them to build longterm careers with us.

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