Manager, Technical Support

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

📋 Description

• Ensure outstanding partner and customer satisfaction by consistently meeting or surpassing operational KPIs such as CSAT, SLA adherence, and backlog management.

• Regularly assess and respond to DSAT feedback, reporting on trends and fostering continuous improvements.

• Implement and refine support processes to enhance efficiency, shorten resolution times, and improve the overall customer experience.

• Directly oversee a team of Team Leads, maintaining high levels of engagement, motivation, and performance.

• Create and execute career advancement plans for team members through regular coaching, mentoring, and performance evaluations.

• Lead both internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring swift issue resolution and effective root cause analysis (RCA).

• Collaborate with cross-functional teams to develop improvement plans for recurring issues. Support key customers with high-priority cases, ensuring proactive communication and resolution strategies.

• Identify opportunities to enhance customer support workflows by leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.

• Work in partnership with other managers and business stakeholders to refine support processes and elevate customer experience.

• Contribute to strategic conversations surrounding scaling operations, automation, and efficiency initiatives.

• Engage in the recruitment and onboarding of top talent, working closely with Workforce Management (WFM) teams to organize scheduling, staffing, and adherence to operational requirements.

• Collaborate with internal key stakeholder teams to enhance customer experience and effectively escalate product-related issues. Work with internal stakeholders to highlight key insights on customer needs, support trends, and operational challenges.

⛳️ Requirements

• Over 7 years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.

• Must be situated within a 5-hour time zone difference from your direct reports.

• Strong leadership experience with a proven history of coaching and mentoring high-performing teams.

• Demonstrated ability to drive operational excellence, establish team goals, and enhance key performance metrics, including CSAT, NPS, SLA, and backlog management.

• Experience in handling escalations and conducting root cause analysis (RCA), ensuring prompt resolutions and long-term improvements.

• Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau.

• Strong analytical capabilities with the ability to extract insights from data and drive data-informed decision-making.

• Excellent communication skills, both written and verbal, with the capacity to present findings and recommendations to senior leadership.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program