Team Manager of Product Support – Workiva

The Team Manager leads and develops a team of Product Support Engineers, ensuring exceptional customer support across Filing, Reporting, XBRL, and Sustainability areas.

This role focuses on effective team management, providing regular performance feedback, driving process improvements, and strategically aligning team objectives with Workiva’s broader goals.

What You’ll Do

• Manage Product Support Engineers in Filing, Reporting, XBRL, and Sustainability, ensuring high-quality output and effective operation
• Provide regular, timely feedback to team members through 1:1 and team meetings, keeping them informed of product updates and issues
• Mentor and coach team members to optimize performance and development
• Identify and develop high-potential team members for future Team Lead roles and Senior roles by assigning projects and stretch assignments where appropriate
• Conduct performance reviews and assess team member readiness for promotion, improvement, or role changes
• Maintain appropriate staffing coverage for customer support channels (email, phone, chat)
• Resolve interpersonal conflicts and resource issues
• Drive continuous process improvements to enhance quality and efficiency
• Serve as the escalation point for the team, especially for personnel or customer-impacting issues
• Foster a positive team culture aligned with Workiva Values and Principles, driving employee engagement
• Accountable for key projects and initiatives that drive team effectiveness and supports our ability to scale

What You’ll Need

Minimum Qualifications

• Undergraduate Degree or equivalent combination of education and experience in a related field
• At least 5 years of technical support experience in a related industry

Preferred Qualifications

• 2+ years of experience as a Team Lead or equivalent in a software/technology support environment, preferably within a SaaS company
• Drives results by aligning support objectives with company goals and demonstrates self-motivation
• Takes initiative to execute and follow through, showcasing leadership within the team
• Collaborates with external teams to prioritize support and customer needs, demonstrating strong communication skills (verbal, listening, and writing)
• Well-organized with superb time management abilities; able to prioritize multiple overlapping customer requirements
• Proven ability to meet established timelines and adapt in a fast-paced, rapidly changing environment
• Displays a strong sense of customer service with creative and timely problem-solving skills; exhibits strong teamwork orientation
• Moderate to strong technical aptitude, awareness of Workiva solutions, and proven technical problem-solving abilities
• Experienced with customer management tools and knowledge-based software; proficiency in supporting the Workiva application is desired
• Fluency in an additional language such as Spanish, French, Italian, or German is advantageous

Working Conditions & Physical Support:

• Minimal travel required
• Reliable internet access for any period of time working remotely, not in a Workiva office

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

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