Our technical support team is looking for a Manager, Technical Support to help us scale to meet the rapid growth of our platform.

You’ll be responsible for:

  • Managing, mentoring, and recruiting for our Technical Support team. Our team works tirelessly each day to support our customer base of forward-thinking CX professionals
  • Follow up with customers to gauge their satisfaction with problem resolution; identifying support problem areas (i.e. negative trends) and, if warranted, implementing corrective actions
  • Own leadership escalations from customers by engaging each customer with a high level of customer service
  • Setting clear objectives, evaluating progress and instilling a high-performance culture with a focus on teamwork, service excellence, and ownership for resolving customer issues
  • Partner with Technical Support Leadership by reporting team performance, project updates, and new initiatives
  • Creating, managing, and improving standard operating procedures within the team
  • Ensuring working practices are well defined and operational, with minimal disruption, using technology to improve efficiency as appropriate
  • Managing the team and coaching to individual performance, technical, and soft skills development
  • Encouraging open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together; empowering the team to perform at their highest level
  • Reviewing daily workloads and taking appropriate action to ensure our SLAs are met
  • Keeping up to date on new product features and providing input and tactical direction to the business on customer service and support challenges through a partnership with product management
  • Assisting on-call support staff with urgent issues they cannot resolve on their own, which may require evenings and weekends availability
  • Creating and maintaining all documentation and procedures relating to Support and, when necessary, coaching and guiding team members as they rollout new procedures
  • Recognizing and identifying opportunities for continuous improvement and proactively proposing and implementing these solutions

Your qualities:

  • You build relationships easily, and enjoy contributing and developing initiatives that aid in technical support
  • You have experience defining metrics and demonstrating value for customers
  • You possess a strong foundation in customer management solutions
  • You have excellent written and verbal communication skills, and a demonstrated ability to interact successfully with others to convey complicated material
  • You can quickly absorb and retain technical information. This position requires an advanced knowledge of our system to better engage our internal engineering support team
  • You enjoy leading by example, mentoring, and inspiring others to do their best work while driving individual and team accountability
  • You are a self-motivated team player and coach that can follow and lead as situations dictate
  • You empathize with customers in a genuine way that shows you care about their issues
  • You can make decisions under pressure and solve problems accurately and quickly
  • You are able to build new processes or programs to help scale the team while providing excellent service
  • You have 2+ years of management experience in a similar role; experience with SaaS companies and startups a plus
  • You have a “customer first” mindset and a strong sense of ownership and determination to get things done
  • You welcome constructive criticism and feedback from internal partners as well as external customers
  • You are a creative problem solver and can think outside the box to get things done
  • Available to work from 10am – 7pm EST or 12pm – 9 pm EST

Nice to have

  • You have a demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, but this does not mean you need to be a software engineer
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