Application Guide

How to Apply for Senior Manager of Product Support - FRX & Capital Markets

at Workiva

🏢 About Workiva

Workiva is a leader in ESG reporting, helping organizations streamline their climate impact and compliance data. Their platform is trusted by global enterprises, and they emphasize innovation, remote flexibility, and a mission-driven culture focused on sustainability.

About This Role

As Senior Manager of Product Support for FRX & Capital Markets, you'll lead a team supporting critical financial reporting products. You'll drive operational excellence through KPI ownership, process improvements, and escalation management, directly impacting customer satisfaction and retention.

💡 A Day in the Life

Start your day reviewing overnight support metrics and any escalations, then lead a stand-up with your team to prioritize issues. Mid-morning, you might analyze a trend in customer complaints, root-cause the issue, and collaborate with product teams. Afternoons are often spent in 1:1s with direct reports, interviewing candidates, or refining support processes based on data.

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🎯 Who Workiva Is Looking For

  • Has 5+ years of people leadership experience, including managing managers or senior ICs, with a track record of developing high-performing teams.
  • Possesses 2+ years in a technical support role, ideally in financial reporting or capital markets, and understands the nuances of enterprise SaaS support.
  • Is data-driven, experienced with KPIs like CSAT and SLA, and skilled in root-cause analysis and process optimization.
  • Thrives in a remote environment, excels at cross-functional collaboration, and can handle high-stakes escalations with composure.

📝 Tips for Applying to Workiva

1

Highlight specific examples of managing managers or senior ICs, not just team size; quantify your leadership impact (e.g., improved CSAT by X%).

2

Showcase your experience with financial reporting or capital markets products—mention Workiva's FRX platform if you have used it.

3

Emphasize your KPI ownership and data-driven improvements: include metrics like reduced response times or SLA adherence.

4

Tailor your resume to include technical support engineering experience, even if it's earlier in your career.

5

In your cover letter, mention your familiarity with ESG or regulatory reporting trends, showing you understand Workiva's mission.

✉️ What to Emphasize in Your Cover Letter

["Your people development philosophy and how you've grown team members into leaders.", 'Your experience managing support channels (email, phone, chat) and implementing tools or processes that boosted efficiency.', "How you've handled high-stakes escalations and maintained customer trust under pressure.", "Your alignment with Workiva's mission of transparent ESG reporting and your interest in capital markets."]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Read Workiva's latest ESG report and understand their platform's role in regulatory compliance (e.g., SEC climate rules).
  • → Review the FRX product page and any case studies on capital markets use cases.
  • → Look up Workiva's leadership team and recent news about product expansions or partnerships.
  • → Understand Workiva's remote culture and tools (e.g., Slack, Zoom, Asana) to speak authentically about distributed team management.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Describe a time you turned around a struggling support team or improved a key KPI.
2 How do you balance coaching your team versus handling escalations yourself?
3 Walk me through how you would approach a new tool implementation to improve support efficiency.
4 How do you ensure consistent service quality across remote team members?
5 Tell me about your experience with financial reporting products and how you'd support capital markets clients.
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⚠️ Common Mistakes to Avoid

  • Focusing too much on technical details rather than leadership and process improvement.
  • Not showing specific, quantifiable results from your previous roles.
  • Being vague about your experience with financial reporting or capital markets—if you lack direct experience, explain transferable skills.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Workiva!

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