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 comprehensive suite of products to ensure contractual coverage requirements are met.

• Mentor team members while promoting a culture of inclusivity and dedication to personal and professional development.

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

• Create, document, and initiate strategic improvement plans within your team, collaborating with other business managers and key stakeholders to facilitate implementation across additional teams where applicable.

• Take charge of providing timely updates through our status page and support portal regarding critical incidents, maintenance schedules, or product launches.

• Hold direct responsibility for meeting KPIs such as response time, resolution time, and customer satisfaction levels.

• Lead by example, taking charge of escalations with clients and accounts, effectively de-escalating situations and ensuring successful resolutions.

• Support cross-functional teams in integrating new company acquisitions into standardized support processes.

• Determine organizational reporting needs and collaborate with the Business Systems Team to deliver reliable, accurate reporting that meets business demands.

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

• Serve 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 timely and effective communication of client-impacting maintenance and non-product release updates.

⛳️ Requirements

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

• Ability to maintain composure in a fast-paced environment.

• Strong time management abilities and the capacity to effectively prioritize tasks according to business needs.

• Skill in addressing staff issues with empathy, humility, and tact.

• Proven recruitment selection skills and a willingness to assist fellow managers with resume evaluations and panel interviews.

• Direct experience with HR processes, including grievances, performance improvement plans (PIPs), and dismissals.

• A solid track record of collaborating cross-functionally to identify improvement opportunities and implementing positive changes.

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

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

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

• Experience in creating and editing reports using tools such as Salesforce and PowerBI.

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

• Understanding of Agile development methodologies.

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

🏝️ Benefits

• Flexible Time Off – Take the time you need to rest, recharge, and live your life.

• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.

• Work From Home Reimbursement – Support a productive home office environment.

• Multiple Health Plan Options – Including a 100% employer-paid plan.

• Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.

• Fitness Reimbursement Program – Stay active, your way.

• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

• Paid Parental Leave – For both birthing and non-birthing parents.

• Traditional & Roth 401(k) – With a generous company match.

• Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.

• Online Learning Platforms – Fuel your professional development.

• Competitive Salary & Bonuses – Your contributions are valued and rewarded.