Tier 1 Technical Support Manager

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

📋 Description

• Guide and mentor Tier 1 support team members through effective coaching and accountability measures

• Assess response quality and deliver constructive feedback

• Champion professional development and training programs

• Make informed staffing choices and suggest adjustments to team composition in collaboration with leadership

• Supervise daily and weekly helpdesk operations

• Organize and facilitate regular team meetings, including L10 meetings

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

• Actively engage with tickets alongside the team while maintaining hands-on technical skills

• Oversee workload distribution and modify assignments to ensure efficiency and avoid burnout

• Analyze and report on support metrics, such as response time, resolution time, NPS, agent effectiveness, and productivity

• Identify areas for improvement and create action plans to address SLA deficiencies

• Evaluate individual performance metrics to uncover coaching opportunities and recognize achievements

• Pinpoint systemic improvement areas

• Propose and implement process enhancements to boost ticket close rates and team efficiency

• Collaborate with Product and Engineering teams to identify bugs, feature gaps, and enhancements that could lower ticket volume

• Represent the support perspective in product planning and development conversations

• Highlight customer pain points and guide roadmap priorities through direct ticket experience

• Keep the team updated on company changes that impact support

• Work with leadership on new service support strategies and readiness for launch

• Share insights and best practices across support teams

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

• Lead with independence, coaching, accountability, and ownership of team success and ongoing operational improvement

⛳️ Requirements

• Proven experience in a support leadership role

• Strong analytical skills with the ability to interpret data and metrics

• Excellent communication and interpersonal abilities

• Ability to manage multiple tasks and prioritize effectively

• Technical proficiency relevant to the support environment

• Commitment to team development and fostering a collaborative culture

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health and wellness benefits

• Opportunities for professional growth and career advancement

• Flexible work arrangements and a supportive work environment