Technical Support Manager

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

📋 Description

• Lead and guide Tier 1 support team members through effective coaching and accountability measures.

• Evaluate response quality and offer constructive feedback.

• Promote professional development and training initiatives.

• Make staffing decisions and suggest adjustments to team composition.

• Manage daily and weekly helpdesk operations.

• Organize and facilitate regular team meetings, such as L10 gatherings.

• Act as an escalation point for complex, stalled, or unusual tickets.

• Actively engage with tickets alongside the team, providing hands-on technical assistance.

• Monitor workload distribution and modify assignments as necessary.

• Report on and analyze support metrics for leadership, including response time, resolution time, NPS, agent effectiveness, and productivity.

• Track SLA targets and formulate action plans to address any gaps.

• Analyze individual agent performance metrics to identify areas for coaching.

• Recommend and implement process enhancements to boost ticket closure rates and team efficiency.

• Collaborate with Product and Engineering teams to identify bugs, feature gaps, and improvements.

• Represent the support perspective in product planning and development discussions.

• Keep the team updated on company changes that impact support.

• Coordinate preparations for new service support and launch readiness.

• Share insights and best practices across support teams.

• Report on support capacity and resource requirements as business needs evolve.

• Take ownership of team success and the ongoing improvement of support operations.

⛳️ Requirements

• Proven experience in a leadership role within a support environment.

• Strong understanding of helpdesk operations and ticketing systems.

• Excellent communication and interpersonal skills.

• Ability to analyze data and generate actionable insights.

• Experience in coaching and developing team members.

• Familiarity with performance metrics and SLA management.

• Technical proficiency to provide hands-on support.

• Strong organizational skills and attention to detail.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• Supportive and collaborative team environment.