Manager, Technical Support

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

📋 Description

• Ensure exceptional satisfaction for partners and customers by consistently meeting or surpassing operational KPIs, including Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.

• Take ownership of weekly DSAT reviews, ticket analysis, and coaching feedback loops to enhance customer satisfaction.

• Implement and refine support processes to boost efficiency, minimize resolution times, and elevate the overall customer experience.

• Directly supervise a team of Technical Support Engineers, fostering high levels of engagement, motivation, and performance.

• Create and execute career development plans for team members, providing ongoing coaching, mentoring, and performance feedback.

• Promote accountability among direct reports by utilizing tools and reports to track and enhance key performance metrics.

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

• Collaborate with cross-functional teams to develop improvement plans for recurring issues.

• Respond promptly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies.

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

• Collaborate with other managers and business stakeholders to refine support processes and uplift customer experience.

• Contribute to strategic discussions focused on scaling operations, automation, and efficiency initiatives.

• Participate in the recruitment and onboarding of new Technical Support Engineers, ensuring the team is equipped with top talent.

• Coordinate with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.

• Partner with internal key stakeholder teams to improve customer experience and effectively escalate product-related concerns.

• Work with internal stakeholders to highlight key insights regarding customer needs, support trends, and operational challenges.

⛳️ Requirements

• Over 10 years of relevant experience, with a minimum of 4 years in people management.

• Strong understanding of Java, SQL, RESTful technology, prior experience with APIs, and the capability to understand and troubleshoot issues with cloud solutions.

• Ability to empathize with customers and demonstrate commitment to customer experience through effective people management, coaching, and performance management.

• Experience fostering inclusivity while collaborating with team members across various geographic locations and time zones.

• A learning-oriented mindset, with the ability to acquire new knowledge, show curiosity, and build relevant internal and external expertise.

• Proven ability to identify process and team enhancements, innovate, and creatively solve problems to enable your team to function at scale.

• Strong documentation skills to effectively create and maintain internal and external documentation.

• Excellent written and verbal communication skills in English.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• A retirement savings program