Manager, Technical Support

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

📋 Description

• Talent Development: Act as a dedicated mentor and coach, concentrating on transforming technical analysts into exceptional, empathetic customer advocates.

• Culture of Autonomy: Promote a high-accountability atmosphere that inspires self-direction, ownership, and independent problem-solving.

• Active Growth Management: Facilitate impactful weekly/bi-weekly one-on-one sessions and quarterly performance evaluations (HPC) aimed at long-term career advancement, technical skill enhancement, and real-time behavioral coaching.

• Talent Pipeline & Enablement: Oversee recruitment for team replacements, organize comprehensive onboarding for new Tier 1 and Tier 2 analysts, and actively observe interactions to offer constructive feedback.

• Workstream Ownership: Assume responsibility for smaller operational projects and specialized workstreams that contribute to significant, global cross-functional initiatives.

• Process Modernization: Spearhead internal team projects focused on optimizing support delivery, enhancing workflow efficiency, and implementing organizational changes seamlessly.

• Escalation Management & Premium Support Delivery: Nurture a team culture that deeply values and provides high-touch customer connections, ensuring that our enterprise clients, large retailers, and global brands feel acknowledged, appreciated, and supported.

• Critical Incident Oversight: Direct the strategy for critical technical escalations, JIRA case reviews, and Red Alert scenarios, ensuring that senior-level stakeholders are kept updated and customer friction is minimized.

• Resource Optimization: Guarantee strong coverage across Tier 1 and Tier 2 queues, manage stale cases, and balance resource allocation to meet strict SLAs without sacrificing service quality.

• Knowledge-Centered Service (KCS): Champion KCS methodologies within the team, ensuring that continuous knowledge capture, article creation, and maintenance are smoothly integrated into the daily support workflow.

• AI & Automation Adoption: Proactively promote and drive the use of AI tools and automation to streamline workflows, reduce friction, and simplify processes for both analysts and customers.

• Root Cause Analysis: Analyze support metrics, operational KPIs, and leader dashboards to identify the fundamental drivers of team performance and pinpoint bottlenecks.

• Data-Driven Improvements: Evaluate queue data, customer satisfaction (CSAT) trends, and case lifecycles throughout the quarter to proactively refine workflows, local processes, and team behaviors.

• Cross-Functional Engagement: Establish and maintain strong, collaborative relationships across internal global teams, including Client Success, Technical Account Managers, Product, and Implementation Services.

• Act as a trusted liaison between front-line support realities and cross-functional stakeholders to advocate for enhancements to the customer experience.

⛳️ Requirements

• Demonstrated success in managing, mentoring, and developing technical talent, specifically in building effective customer advocacy teams.

• Experience leading project workstreams, managing timelines, and collaborating across departments on large-scale global initiatives.

• Strong knowledge or direct experience within a Knowledge-Centered Service (KCS) framework.

• Enthusiasm for utilizing AI tools, automation, and modern technology stacks to enhance support delivery and simplify complex processes.

• Exceptional capability to leverage data, ticketing system workflows, and operational KPIs to identify the root causes of performance issues.

• Extensive experience supporting enterprise-level clients, with a proven commitment to delivering high-touch, premium customer service.

• A degree in CIS, MIS, Computer Science, or equivalent practical experience.

• Familiarity with Web 2.0 technologies, preferably within an e-commerce context.

• Comfortable with web concepts and possess a basic understanding of HTML, CSS, JavaScript, SQL, or XML.

• Outstanding written and verbal communication skills across all organizational levels, with the ability to navigate ambiguity and drive results in a dynamic environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health benefits and wellness programs.

• Flexible work arrangements and a supportive work environment.