Manager, Content Support

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The Manager, Content Support role 

LEADERSHIP | CUSTOMER FOCUSED | GROWTH MINDSET 

As a Manager of Content Support at A Cloud Guru, you will be responsible for leading and growing a team of Content Support Managers.  The team's focus is to provide A++ support in relation to student success and engagement through content ratings. Content Support is the front line support to students who are experiencing issues with content or requiring extra help or support for completing content. Our support function is run through ZenDesk tickets or through community forums. Assuring student’s success is of the utmost importance at A Cloud Guru and you will play a huge part in that! 

Hello, we're A Cloud Guru

Our friends call us ACG.

At ACG, you have the chance to help people change the trajectory of their lives. The chance to create the learning that helps businesses stay in business. The chance to teach the WORLD to cloud, all while working some magic for your own career along the way. Being able to deliver quality content infused with personality and a human touch is the core of what we do as a business. What we do for our learners is serious business, but we don't take ourselves too seriously. It's all about bringing insatiable curiosity to our roles every day and leaving everything we touch just a little bit more awesome.

There aren't many company cultures like A Cloud Guru's in the world. This year, we were awarded the #1 Place to work in Austin, as well as Best Company Culture and Best Companies for Diversity. Who we work with is as important as what we do.

What makes the Content Team awesome...

Who says learning something technical has to be a snooze? With a human touch, the world’s leading cloud gurus, and a few LEGO bricks, we’re giving people the skills they need to move up in their careers and change their lives… and having a bit of fun along the way. Behind the scenes, our content team is supportive and encouraging. Always pushing the person next to them to dream a little bigger, and offering a hand when help is needed.

We're given the freedom to try things out, and set our own agenda, and leave our mark on the company. - Nick, Lead Educational Design Architect

As the Manager, Content Support at ACG, you’ll get to:

  • Lead the Content Support team (team of ICs, including tier 1 - 3 support tickets that are created through our platform ratings system and through CX supporting teams. 
  • Mentor and support team members to improve in their roles and ultimately leading a group of ~10 people.
  • Motivate & nurture the Content Support team; monitor and continually improve team health, culture and take people along the journey when instituting change.
  • Proactively coach team members and provide feedback through 1:1s to support continual career growth and development.
  • Develop strong working relationships within the team and across the organization.
  • Support management from an operational standpoint; hiring plans, team OKRs, projects and initiatives, reporting and metrics.
  • Contribute to strategic and key projects and initiatives that will support meeting and exceeding team and departmental OKRs.
  • Participate in recruitment, hiring, and onboarding of new hires.
  • Collaborate with management on key metrics to measure progress against team objectives. Use analytics and research to understand the why behind results and inform decision making.
  • Collaborate with management on the team health metric and report on team health metrics weekly, monthly, quarterly, half, and yearly.
  • Own and drive the continuous improvement of processes within the team through working with the team to create internal team standards documentation.
  • Create an environment that encourages ideas for improvement and solutions-driven feedback on team communication standards and processes. 
  • Lead stand-ups, retrospectives and other team meetings.
  • Effectively use written, verbal and visual communication to facilitate technical discussion and share ideas
  • Play an active role in building an awesome team culture.

We are looking for someone who can:

  • Engage with and support the ACG learning community
  • QA and update content
  • Aggregate feedback to inform the content development strategy

What you bring to the table

We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. College degrees aren't required for any roles, and career gaps or switches are totally welcome.

  • 3+ years experience managing people in a high growth support team environment
  • 6+ years of technical experience/support experience
  • 2+ years Zendesk experience (or comparable support ticketing system)
  • Experience working with a remote geo-dispersed team
  • Experience working in an organization that has seen significant scale or growth
  • Excellent stakeholder management and leadership ability
  • Strong experience exploring and identifying solutions to complex problems

We want the people who care about doing a good job. The ones who have the humility and hunger to learn. - Sam Kroonenburg, Co-Founder and CEO

More than a job

Where you work isn’t just a career decision -- it’s a life decision. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

  • 4 weeks PTO, plus 10 sick days, and holidays. Because even when your office is your living room, we all need time to unplug.
  • Remotely awesome. Get $500 to level up your home office, monthly snack boxes, free Headspace access, weekly lunch funds, and $50 monthly for internet.
  • Remote first environment. Feel connected to your coworkers with events inspired by our values, weekly virtual happy hours, and lunchtime trivia.
  • Gender-neutral paid parental leave. Expanding your family? We offer 12 weeks of gender-neutral paid parental leave, and reimburse up to $10,000 for eligible adoption expenses.
  • $1,000 continuing education budget. All Gurus get $250 a quarter to spend on personal development.
  • 2 hours each week reserved for learning. Every Friday for 2 hours, we put down our normal work and spend time learning something new

What’s the interview process like at ACG?

Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.

Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll schedule a Zoom call to meet other members of the team, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.

Keep being awesome, Cloud Gurus.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
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Location

Feed off the energy of Downtown Austin. Sit in the grass of the Capital, talk business over Medici coffee, and become a regular at a local lunch spot!

An Insider's view of Pluralsight

How would you describe the company’s work-life balance?

Oh, it is incredible here. Pluralsight constantly reminds me how important I am to the company both personally and professionally. Pluralsight creates a space where I can work, grow, and connect with similar people in so many different parts of the world while still leaving enough room for me to focus and find joy in my personal life as well.

Chris (he/him)

Executive Assistant to the CMO

What's the biggest problem your team is solving?

The goal of a user profile is to provide a sense of identity in a personalized and centralized portfolio. Today, users provide this data in many different ways throughout the platform. Our greatest challenge is to build a unified profile with a centralized view of a user’s data to paint one clear picture of all their interactions in the platform.

Anesha (she/her)

Senior Product Manager | seeColor ERG Chair

What does career growth look like on your team?

We embrace a mindset of continuous improvement and encourage team members to take ownership of their careers. As part of that, we advise leaders and team members to co-create development plans. Whether it be up-skilling, re-skilling, or expanding their influence we believe in investing skills development and facilitating growth experiences.

Ai-ling (she/they)

SVP of Skills Content Platform

What makes someone successful on your team?

A successful individual brings their true self to work. Teams do not benefit from a group that contains like minded individuals from similar backgrounds. We learn so much from each other and about ourselves when we have a team with diverse ways of thinking and experiences. It also creates a healthy, challenging environment that befits the company.

M.A. (she/her)

Sr. Manager, Product & Technical Support

What are Pluralsight Perks + Benefits

Pluralsight Benefits Overview

LIVE YOUR BEST LIFE
In and out of the office

UNLIMITED PAID TIME OFF
Take time off when you need it. And we actually want you to use it.

SUMMER FRIDAYS
Enjoy five Fridays off during the summer months in your respective region.

PARENTAL LEAVE
Welcome your newest addition, whether by birth or placement, with 16 weeks of leave + 6 weeks of flex return.

WELLNESS
Stay on your A-game with standing desks and gym reimbursements.

MEDICAL COVERAGE
Comprehensive medical, dental and vision coverage with a few medical plan options to give you, your spouse or domestic partner and your children flexibility. Plans include mental health, infertility, bariatric, and acupuncture coverages.

TOTAL REWARDS
Feel appreciated with fair salary, bonus plans and 401k matching with immediate vesting.

OFFICE (AND HOME OFFICE) PERKS
Level-up office life with a snack wall, catered lunches and free massages, or for remote employees, make work from home work for you with our Remote Workspace Reimbursement program

TUITION REIMBURSEMENT
Learn something new and let us help you with the bill.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Women @ Pluralsight, seeColor, PRIDE @ Pluralsight
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Even when your office is your living room, it can be good to get away from it. All Gurus get four weeks paid time off, 10 sick days, and enough holidays to make a banker blush.
Paid volunteer time
Paid holidays
We offer all employees paid time off for all major holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Pluralsight reimburses up to $50 per month for health and fitness services and activities.
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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