Manager, Technical Support

Role Overview

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management.
• Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements.
• Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience.
• Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance.
• 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).
• Collaborate with cross-functional teams to implement betterment plans for recurring issues. Support key customers with high-priority cases, ensuring proactive communication and resolution strategies.
• Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Partner with other managers and business stakeholders to improve support processes and enhance customer experience.
• Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives.
• Participate in hiring and onboarding top talent, and work closely 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.

Requirements

• 7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.
• Must be located within a 5-hour timezone difference of your direct reports.
• Strong leadership experience, with a track record of coaching and mentoring high-performing teams.
• Proven ability to drive operational excellence, set team goals, and improve key performance metrics including CSAT, NPS, SLA, and backlog management.
• Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements.
• Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau.
• Strong analytical skills with the ability to derive insights from data and drive data-informed decision-making.
• Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership

Tech Stack

• Tableau

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program