Technical Support Manager

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

📋 Description

• Oversee and direct daily support desk operations for client health plans.

• Take responsibility for response times, resolution times, SLA adherence, and overall service excellence.

• Act as the escalation point for customer concerns and critical incidents.

• Investigate, troubleshoot, and address complex customer and application challenges.

• Monitor support workload, ticket trends, and operational performance metrics.

• Manage and enhance Jira Service Management.

• Create dashboards, reports, and KPIs to evaluate support performance.

• Collaborate with Product, Engineering, Customer Success, and Implementation teams.

• Develop and maintain support SOPs, internal documentation, and customer-facing Knowledge Center materials.

• Drive initiatives for process automation, workflow optimization, and operational efficiency.

⛳️ Requirements

• Bachelor's degree or a comparable combination of education and experience.

• Over 5 years of experience in SaaS customer support, technical support, customer success operations, or service desk management.

• At least 2 years of experience in leading or managing customer support teams.

• Significant experience with Jira Service Management or comparable help desk platforms.

• Proven track record in managing support operations and service delivery metrics.

• Experience in building and refining customer support processes.

• Strong problem-solving, organizational, and analytical abilities.

• Excellent verbal, written, and presentation communication skills.

• Candidates will be required to undergo a pre-employment background check.

• Employees will be subject to annual screenings against Federal Healthcare Programs and State Medicaid Programs exclusion lists.

🏝️ Benefits

• Flexible remote work arrangement.

• Travel required is less than 10% of the time for periodic in-person company meetings.

• Equal Opportunity Employer committed to promoting diversity in the workforce.