Technical Support Manager

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

📋 Description

• Lead and cultivate a team of Technical Support Specialists, promoting a culture of accountability, growth, and dedication to customer service.

• Guarantee the team consistently provides prompt, considerate, and technically proficient support, while achieving high levels of customer satisfaction.

• Collaborate with the team to address intricate customer challenges, working in conjunction with Product and Engineering to ensure timely resolutions and enhance the customer experience.

• Act as the voice of the customer throughout the organization, highlighting feedback and recognizing trends that inform product and operational strategies.

• Develop scalable systems, workflows, and support processes that minimize friction, enhance quality, and allow the team to expand effectively.

• Partner with Product, Engineering, Marketing, and Operations to enhance customer results and contribute to the product roadmap.

• Take ownership of team performance, reporting on essential support metrics and driving ongoing improvements.

⛳️ Requirements

• Over 3 years of experience in building, managing, and developing remote B2B support teams, with a proven history of coaching individuals and enhancing team performance.

• More than 5 years in customer-facing roles supporting technical SaaS products, preferably within a startup or fast-paced growth environment.

• Proficient in troubleshooting APIs, AI products, CRMs, integrations, and workflow tools, while effectively collaborating with technical stakeholders.

• Strong empathy for customers coupled with the capability to balance their needs with broader business objectives.

• Experience in creating systems, processes, and tools that enhance outcomes for both customers and internal teams.

• Highly organized, data-driven, and reliable, demonstrating excellent judgment and a focus on execution.

• A robust cross-functional collaborator who excels in dynamic, early-stage settings.

🏝️ Benefits

• Offers Equity