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  • Posted: Sep 15, 2017
    Deadline: Not specified
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    At Mobile Guardian, we believe that what matters most in schools, is teachers. That’s why our MDM platform has been purpose built specifically for education. Over the past 6 years the Mobile Guardian team, led by Patrick Lawson , has been focused on using technology to create safe, collaborative and consistent learning environments in schools and exte...
    Read more about this company

     

    Support & QA Manager

    Job description

    Why this is an amazing opportunity

    The proliferation of mobile devices across the world over the last 5 to 10 years has been an extraordinary phenomenon. Do you remember the times before mobile phones and tablets? Hard right!?! This has now taken hold in education and the global education community is using these devices to further the education experience for all children.

    You will help join a business which helps schools, teachers and parents manage all their mobile devices with a single, easy to use platform. It enables them to create and monitor a safe and secure digital environment for their children whenever they are learning or playing online.

    We strive to create an inclusive, fun and high-performing team culture. Don’t be isolated into a small task set for months on end. Take ownership of a large chunk of the business using your unique expertise and help us grow globally.

    We have offices in Cape Town, South Africa and Glasgow, UK at the moment. Our customers are from across the world and we intend on continuing to extend this further in the coming months. The diversity of each opportunity across multiple operating systems, cultures, languages, time zones and geographies makes for an exciting, “always-on” environment.

    We want to build an exceptional team to support this growth and expansion so that when we all look back at this one day it will be with pride. If you want to work somewhere where you can make a real difference and take your career to the next level then this is the place for you.

    Why join Mobile Guardian

    • Be a part of a fast-growing global tech company, we have big hairy goals for the next few years.
    • We are taking the traditional education space by storm with our focus on design and usability. Help us scale the business into new markets and come along for this unique and exciting ride with us.
    • We are looking to grow and expand the team to support the growth, come and help us build the culture you want to be a part of.
    • Enjoy a startup environment where we make sure you have exactly what you need. Be it, a MacBook Pro and amazing coffee, or Friday afternoon beers after a rewarding week, we aim to make it as enjoyable as possible.
    • There is the opportunity to get into a company at a great stage to witness and be a part of a growth story.
    • Build an education platform that helps make a difference in the world.

    What you will do in the role

    As our Support and QA Manager, you will have the unique hybrid role of making sure the engagement with our customers is a world-class experience they are willing to tell people about. You are the custodian of customer success and helping them with any questions they have is your passion. In addition to this, you will also play the main advocate of exceptional quality of our product and experience. You are the gatekeeper of quality which makes the support part of the role easier as you will squash issues upstream before they hit the support queue.

    Specific responsibilities include:

    • Be the main custodian of Zendesk and all it’s integrations with our existing services.
    • Collaborate with all areas of the business to make sure we are a slick and well-oiled machine when it comes to customer success.
    • Own the FAQ helpdesk material and contribute to this regularly as the feedback from our customers comes in to the support centre.
    • Grow the team to support the customer success and quality goals.
    • Be the owner of quality and make sure our products released are bug free and easy to use.
    • Report on support tickets regularly in line with business management processes and feedback any major escalations and issues outstanding.
    • Who we are looking for
    • Experience working as a Support Manager in an organisation with a technical product offering
    • Experience growing and managing a high-performing support and QA team.
    • An eye for detail and stickler for making sure things are running smoothly
    • Experience with quality control and in-depth understanding of KPI’s
    • Highly flexible and able to adjust to an ever-changing high pressure environment
    • Excellent verbal and written communication skills, coupled with the obsession to keep our customers informed
    • Exceptional presentation and facilitation skills
    • Strong coaching and influencing skills
    • Ability to analyse incomplete data, identify issues and come up with solutions
    • Startup mentality. We are often taken outside of our areas of expertise to help out others. Things move very quickly and you need a degree of flexibility and pragmatism

    The Mobile Guardian fit

    To push your career forward at Mobile Guardian, you need to possess the following attributes:

    Design Thinking + Innovation

    An inquisitive mind is key. Always be questioning the way things have been done and suggest ways they could be made better for the user. Take all of your experience and interests and throw them into the mixing pot, let us innovate together and move this space forward.

    Accountability + Resilience

    Hold yourself to the highest standards and own your area of expertise within the company. You are the expert, show us the way. Be able to push through the noise and be resilient, much like many of the successful entrepreneurs of our time.

    Enjoy life + Laugh

    Contribute to a fun culture and a startup atmosphere. We work extremely hard and celebrate our victories together. We don’t just work with each other, we work for each other. A positive and fun attitude helps us gel and makes you want to come to work when you wake up in the morning.

    Remuneration is dependent on experience and skillset.

    Contact us as soon as you can to put your name in the hat for this amazing opportunity. Due to the volume of applications received, if you have not heard back from us within two weeks you can consider your application unsuccessful, but we wish you all the best and we are sure you will find the right role for you. Please no recruiters.

    Method of Application

    Interested and qualified? Go to Mobile Guardian on www.linkedin.com to apply

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