Manager, Technical Support

Job Description

Responsibilities

In this role, you’ll:

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
• Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
• Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
• Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
• Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

Qualifications 

values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering . We are always looking for people who will bring something new to the table!

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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