Manager, Training & Support (Westborough)

Overview As a Manager of Training & Support at My-Take, you will be a key partner to our professional services team and clients, ensuring the successful adoption and ongoing use of our insights and community platform. Youll be the go-to expert for technical support, documentation, onboarding, training, quality assurance, and cross-team communication. What youll do Technical support - Own, triage, and prioritize inbound support requests for our platform. - Reproduce and troubleshoot issues; develop clear response and resolution plans. - Communicate updates and timelines to clients and internal stakeholders. Documentation - Create and maintain clear, user-friendly documentation, including knowledge base articles, FAQs, and short training videos. - Keep content current with product changes and releases. Onboarding - Assist with the launch of new client communities, including configuration, user setup, permissions, and basic integrations. - Coordinate timelines and ensure a smooth handoff to ongoing support. Training - Develop and deliver technical training for clients and new employees. - Create training assets such as decks, guides, and recorded sessions. Quality assurance - Test and validate new features and bug fixes. - Capture precise repro steps, file actionable tickets, prioritize issues, and confirm fixes with developers. - Translate client needs and feature requests into clear engineering tickets. - Help triage and prioritize the backlog; contribute to release notes and status updates. Requirements - Bachelors degree (Computer Science, Information Systems, or related field preferred). - 3-10 years of technical support experience, ideally with a web-based SaaS product. - Strong client-facing experience and customer empathy. - Excellent written and verbal communication; ability to explain complex concepts simply. - Proven ability to manage time-sensitive and challenging customer situations. - Familiarity with web technologies and debugging (HTML, CSS, JavaScript a plus); exposure to APIs, SQL, or browser dev tools is beneficial. - Experience with ticketing and documentation tools (e.g., Jira, Zendesk, Confluence) and collaboration platforms. - Strong problem-solving, prioritization, and organizational skills; you thrive as the go- to resource. - Detail-oriented with a passion for technology, AI, innovation, and continuous learning. Nice to have - Experience with market research. - Creating video-based training content. - Scripting/automation or light programming experience.