Aquatic Technical Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical support team, managing the case management system, workflows, and escalation processes.

• Develop and enhance the tools, techniques, and procedures utilized to provide prompt and accurate support to both internal and external customers.

• Collaborate with Product, Sales, and other internal departments to ensure customer feedback shapes product direction and strengthens relationships with clients and partners.

• Build and nurture a customer-focused team of technical support specialists with diverse skill levels and responsibilities.

• Evaluate staff technical competencies, identify training requirements, and create ongoing programs to address skill gaps.

• Set KPIs for the Customer Support team and track individual and team performance to provide constructive and timely feedback.

• Maintain a comprehensive knowledge base for equipment troubleshooting, maintenance, and repair, featuring online entries with screenshots and videos that explain key software functionalities.

• Make informed, timely decisions based on limited information, aligned with company best practices.

• Collaborate with Product Management and Engineering to implement tools and features that facilitate world-class support.

• Work cross-functionally with other departments as necessary.

• Initiate the customer support survey, analyze results to uncover opportunities for enhancing customer experience, and present findings to leadership.

• Foster a team culture that encourages independent problem-solving with a client-first approach.

• Recruit, develop, and cultivate technical talent possessing both soft skills and technical expertise necessary for delivering exceptional customer service.

• Uphold best practices throughout the entire technical support process.

• Oversee the implementation, continuous improvement, and documentation of policies, procedures, and processes for Support systems.

• Supervise and manage Customer Support Specialists and Technicians.

⛳️ Requirements

• Open to all individuals residing in the United States.

• Familiarity with enterprise web technologies, security, and state-of-the-art infrastructures.

• Leadership and management abilities for globally distributed teams.

• Strong technical background, capable of translating concepts for a non-technical audience.

• Extensive knowledge of CRM systems and their functionalities.

• In-depth, current understanding of VivoPoint systems and functionalities, with a strong commitment to continuous learning.

• Proficient in using computer systems and navigating software applications efficiently.

• Skilled in analyzing client data to extract insights and inform decision-making.

• Excellent customer service skills, including de-escalation techniques to resolve client issues.

• Capable of guiding clients and team members through basic to advanced troubleshooting across various software applications.

• Strong written and verbal communication skills, along with effective problem-solving abilities for interacting with clients and team members.

• Exceptional organizational skills, coupled with effective time management and multitasking capabilities.

• Detail-oriented, dedicated to maintaining accurate records and documentation.

• Adaptable and effective in a dynamic, fast-paced environment with changing priorities and customer needs.

• Collaborative mindset, contributing to cross-functional teams towards shared objectives.

• Self-motivated and driven to achieve professional success.

• Capable of moving, lifting, carrying, and pushing objects weighing up to 25 lbs on an occasional basis.

• Available to work weekends and holidays as required; occasional light travel may be necessary throughout the year.

• Experience as a Customer Support Specialist I or a similar customer service role is required.

• Minimum of 5 years of commercial aquatics experience, including in-field equipment troubleshooting and diagnosis, is required.

• Must obtain a CPO license within the first 90 days of employment.

• At least 3 years of management experience is required.

• Project management experience is preferred.

• Call center experience is preferred.

• Familiarity with help desk software and remote support tools is preferred.

• Proficiency in computer software programs is required; experience with GSuite and/or MS Office is preferred.

• Experience with CRM systems is required; NetSuite experience is preferred but not mandatory.

• Must communicate effectively in English; the ability to communicate in a second language is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and advancement.

• Flexible work arrangements.

• Supportive and inclusive work environment.