Job Description

What\'s Bench? Visit Bench\'s latest news to see what\'s happening, and read what our customers have to say. You can also check us out in Medium, on our LinkedIn page, our Instagram, and our Life at Bench Blog.

We acknowledge that Bench is founded on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the x\xca\xb7m\xc9\x99\xce\xb8kw\xc9\x99y\xcc\x93\xc9\x99m (Musqueam), Skwxw\xc3\xba7mesh (Squamish), and S\xc9\x99l\xcc\x93\xc3\xadlw\xc9\x99ta\xca\x94/Selilwitulh (Tsleil-Waututh) Nations. Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses. Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform. From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable. We\'re growing fast, and we\'re looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it\'s like to work at Bench and read more about our business here!

Who We\'re Looking For: Bench is seeking an accomplished support leader to join us as a strategic partner in the role of Manager, Application Support. We are looking for an individual who is passionate about driving the success of our users and the growth of our Application Support team. As a key member of our organization, you will play a pivotal role in shaping the vision, strategy, and execution of our application support operations, ensuring that Bench continues to deliver exceptional service to small business owners and entrepreneurs. Key Responsibilities:

• Process and Systems Leadership:

• Lead the development of scalable and mature support desk processes and systems to enhance efficiency and effectiveness.
• Manage on-call schedules and processes, ensuring seamless support coverage.
• Oversee incident management processes, including communication, system readiness, and automation.
• Champion and represent the "voice of the customer" through our support team in driving prioritization of escalated product issues to our engineering teams

• Leadership and Team Development:

• Provide leadership and guidance to the App Support team, fostering a culture of continuous improvement and learning.
• Conduct coaching, mentoring, and one-on-one sessions to support individual career growth plans.
• Build partnerships and drive alignment with leaders across Engineering, Product, Operations, and Business Operations.

• Strategy and Process Alignment:

• Define and execute the strategy and roadmap for the Application Support team, ensuring alignment with organizational goals.
• Balance support work with project and innovation initiatives, developing a strategy for managing unplanned versus planned work effectively.

• Jira Service Desk Expertise:

• Utilize Jira Service Desk as a key tool for managing support tickets, innovation projects, automations, self-service knowledge base, and ticket categorization.
• Drive continuous improvement of Jira Service Desk functionalities to enhance overall support operations.
• Develop robust support reporting mechanisms and conduct thorough analyses to establish and uphold operational service-levels (SLA\'s) effectively.

• 5+ years of experience in a leadership or managerial role overseeing application support, IT support, or related field.
• Previous experience in a leadership or managerial role, overseeing support teams.
• Proven experience in building scalable support desk processes and systems.
• Expertise in on-call schedule management and incident management.
• Proficiency in Jira Service Desk, including project management, automations, self-service knowledge base, and ticket categorization.
• Strategic thinker with the ability to balance support and project initiatives.
• Strong leadership skills, including coaching, mentoring, and career growth planning.
• Ability to build partnerships and drive alignment with cross-functional leaders.

• At Bench, we share information freely and openly whenever possible. The salary range for this role is $98,800 - $123,500 per year, depending on experience.
• In addition, we offer an extended benefits package that includes paid vacation, paid flex days, stock options, and full health, dental, and vision.
• You\'ll get access to Inkblot Therapy\'s Employee and Family Assistance Program (EAP) that offers counseling and support, for you and family members, as well as professional development coaching, financial advice, legal advice and much more.
• Bench has a number of Affinity Groups - groups of people who have shared identities and experiences! The purpose of these groups is to support underrepresented Benchmates and amplify their voices.
• If you live in BC\'s Lower Mainland, you have the opportunity to work at home and in our downtown office location, depending on your preference! For some roles, we do require folks to be in the office regularly. We\'ll be sure to outline expectations during the interview process.
• For folks working fully remote, we will provide additional solutions to bring teams together for collaboration and connection.
• Whether you get to use the office or if you work remotely, you\'ll have access to our Home Office Setup Fund to ensure that you have everything you need to work comfortably from home, from day one.
• You\'ll have the opportunity to work from somewhere other than your home province for up to 3 months, within a 12-month period.