Overview

Disco Labs is looking for a new product success manager to join our team. We’re a company that values professional development, creative freedom, thoughtful work, and building software that makes an impact for merchants.

Our product Submarine powers flexible commerce experiences for merchants all around the world and our vision is to build it into a core piece of the world’s global ecommerce infrastructure - and all as part of people-first company built on trust, innovation and excellence.

Our ideal candidate has at least three years’ experience working in online retail or digital project management in a professional context and is based in Australia. We encourage candidates from all backgrounds to apply - we believe strongly in diversity and in building an inclusive and supportive company.

We want to speak to people directly - no recruiters please!

What you’ll be doing

• Be the first port of call for support for our clients, providing ongoing progress updates and facilitating any required discussion between the client and the production team;
• Support new clients during their onboarding phase to the product by understanding their business requirements, provide documentation and training sessions;
• Refine processes for the effective and efficient handling of customer support requests across Disco’s range of products, including ticket management and implementation workflows;
• Performing final internal UAT prior to ensure correctness before handover to clients;
• Report on support request metrics such as response and resolution times;
• Working with the Lead Product Manager to identify, prioritise, and manage work stemming from customer support tickets;
• Working with the Lead Product Manager to handle documentation and communication of new product releases to customers;
• Representing customer needs and concerns in product roadmapping sessions, suggesting new features and improvements to help customers.

Who you’ll be working with

• Our Product Manager Devin is responsible for overseeing the process of new feature development from ideation to launch. She works closely with development teams to ensure that every product meets our high standards of excellence;
• Our CEO & Founder Gavin is a well known face in the Shopify ecosystem so you’ll be working closely with him on marketing, sales, and branding opportunities;
• Our development team is led by our Technical Director David, a highly experienced Ruby developer. His role is to support all of the developers on our team to ensure we’re delivering quality code and levelling up our skills at the same time.

Core skills required

• You’re a self starter and love a new challenge;
• You’re a communicator, who recognises that our team is based on collaboration and transparency;
• You have at least 3 years experience working in a support role or project management at an agency;
• You have experience using ticket based platforms and working within the agile framework;
• You enjoy sharing your experience and skills with others, and get satisfaction from helping other people work through a tricky problem;
• You’re curious and like to dive deep into what you’re working on and learn new things.

Skills that are “nice to have”

• You have had some exposure to Shopify or other ecommerce platforms;
• You’ve worked with development and software products before so understand the lingo