Technical Support Manager

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

📋 Description

• Oversee the recruitment, hiring, and training of technical support teams across our global locations.

• Develop and establish work schedules for a vertical suite of products, ensuring coverage aligns with contractual obligations.

• Mentor team members and cultivate a culture that promotes inclusion and a commitment to personal and professional development.

• Conduct performance evaluations, implement incentive plans, and proactively manage both high performers and those needing improvement.

• Create, document, and execute strategic improvement plans within your team, collaborating with other business managers and key stakeholders to ensure appropriate rollout across additional teams.

• Take charge of providing time-sensitive updates through our status page and support portal regarding critical incidents, maintenance windows, or product launches.

• Hold direct accountability for achieving KPIs such as response time, resolution time, and customer satisfaction.

• Lead by example, managing escalations with clients and accounts, effectively de-escalating situations, and committing to a successful resolution.

• Assist the cross-functional team in integrating newly acquired companies into standard support processes.

• Identify organizational reporting needs and collaborate with the Business Systems Team to deliver reliable and accurate reporting that meets business requirements.

• Organize your team to provide timely updates to both internal and external documentation, including processes and training materials.

• Act as the on-call (24/7) Client Communications Manager during critical incidents or service disruptions (on a rotating basis).

• Work with technical teams to ensure that maintenance updates affecting clients and non-product release communications are conveyed in a timely and effective manner.

⛳️ Requirements

• A minimum of 5 years of direct leadership experience in a client-facing or technical support environment, ideally within a Software as a Service/technology sector.

• Strong recruitment and selection capabilities, along with a willingness to assist other managers in their hiring processes, including resume reviews and panel interviews.

• Direct experience with HR processes such as grievances, Performance Improvement Plans (PIPs), and dismissals.

• Proven track record of working cross-functionally to identify areas for improvement and successfully implementing those enhancements.

• Exceptional verbal and written communication skills, both internally and in client interactions.

• Experience in de-escalating client issues or situations, providing clear and actionable solutions to resolve disagreements or problems.

• Familiarity with back-end systems such as Salesforce Service Cloud, Jira, etc.

• Proficiency in creating and editing reports using tools like Salesforce and PowerBI.

• Knowledge of multi-channel contact centers, including chat, phone, email, and portal communications.

• Understanding of Agile development methodologies.

• Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, and CompTIA A+ are desirable.

🏝️ Benefits

• Employee Resource Groups that promote diverse perspectives.

• Coffee with Mark sessions – This initiative allows our employees to engage with our CEO on significant and sometimes challenging topics, including mental health, work-life balance, and current events.

• Microsoft Teams communities dedicated to wellness, art, pets, family, parenting, and more.