Senior Manager, Technical Support (L3 support team) - Remote

In this position, this individual will be responsible for creating the Level 3 function within the customer support organization. Specifically, this leader will help to define & implement best practice for an advanced support team. The purpose of this team will be to drive swift positive outcomes to the most difficult technical customer issues for our customers. They will also actively work with development, operations and other cross functional groups on critical and hard to solve issues. They will be our most technical staff within support and will need a leader that can rise to his/her teams level of technical proficiency, while also being a great people leader, developer of talent and solution innovator for customers.

This leader will need to build strong relationships with the level 1 and 2 support teams and managers. This person will need to work collaboratively with cross-functional stakeholders to drive meaningful customer outcomes. He/she will need to have: 1)sense of urgency; 2)bias for action; 3)be results oriented and above all 4)laser focused on the customer experience. This role will require both innovation and tactical skills. This role will oversee a team of people focused on the most difficult customer issues.

This role also requires an amazing people leader and developer. You’ll be working with top tier talent and you’ll be key in their growth and development.

• Build a top notch L3 team focused on delivering great customer outcomes in a timely manner
• Build closed loop feedback to L1/L2 where training gaps/opportunities exist and to engineering/product for knowledge and/or product gaps upstream
• Define global L3 standards and best practices
• Be a passionate leader of top tier technical support talent. Your team will be technically proficient and they’ll need a leader who can advocate for them and knock down barriers that prevent them from achieving positive outcomes
• Be masterful at building cross functional relationships. This leader will not be successful working in a silo. The work will require downstream partnerships with L1/L2 support and upstream partnerships with engineering and product, all with the intent of delivering the best possible customer experience
• Ensure capacity planning is done on a regular basis to ensure an optimized coverage model
• Continuously bring training to your team to develop technical skills. Work diligently with product to maintain the latest and greatest knowledge of the product set. Be experts in the DFIN product line
• Work closely with the Support Operations leader to ensure the best tools and processes are being used in our L3 organization

• Bachelor's degree
• 5+ years of progressive leadership experience with demonstrated examples of how you develop people who are already very skilled
• Must be technically inclined (a GREAT leader, and also someone who has performed a technical support role from the front line up)
• Track record of innovation through people, processes and technology in a SaaS environment (SaaS experience required; L3 experience also preferred)
• Proven proficiency in analytics as you’ll need to show the measurable impact of this team
• Ability to build and lead a highly technical team (this will be a new team in customer support)
• Ability to influence through persuasion, negotiation, and consensus building
• Strong leadership, teamwork, & cross-group collaboration skills
• Ability to effectively communicate through all mediums (verbal, listening, written)
• Extremely organized, with effective time management skills
• Experience with Zendesk and other customer support and engineering tools