Sr Escalation Manager of Technical Support

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

The Sr Manager of Technical Support will provide leadership to the broader contact center organization around effective technical troubleshooting across the full SimpliSafe product portfolio. This leader will engage at multiple levels across the business and play a critical role in driving improved business results through lower return & replacement rates, as well as driving an improved Customer Experience.

By creating strong partnerships throughout the organization with both internal contact center & support teams and outside engineering teams, as well as through the direct management of our top tier technical support teams, this individual will have an important voice at the table and role in helping to execute on our 5 year strategic plan.

Primary responsibilities include

• Directly manage our highest level of technical support agents – creating the agent profile & building the career path to effectively develop and source internal talent as well as recruit effective resources from outside the business
• Understand in a detailed way the top technical support issues that require engineering support to solve, advocate for the timely resolution of those issues for customers, and effectively convey known issues to our front line teams
• Partner with our knowledge management teams to ensure a regular review of agent resources for effectiveness
• Work with our engineering, product & customer success teams to communicate & help to resolve issues filtering up through the contact center
• Monitor replacement rates in the contact center, and work with front line leaders to actively manage that metric
• Assess the overall organizational needs of the function and build effective business cases around organization & other initiatives
• Engage as part of the contact center leadership team to drive overall improvement across the organization
• Analyze and report data and project status to internal stakeholders, management, and C-Suite as needed
• Contribute to an environment where people and technology thrive together to accomplish more than they could apart 

• 7-10 years of experience in a role focused on high level technical support from in a leadership role
• Proven experience to deliver real business results
• Able to build strong, collaborative relationships across the organization and create effective routines to communicate issues & drive issue resolution
• Excellent writing, powerpoint, & presentation skills are a must
• Experience interacting and presenting at all different levels of an organization, up to & including C-suite
• Ability to manage competing priorities in a dynamic and fast paced environment
• Demonstrated experience in building new processes & structures where none existed before
• Contact center knowledge or experience a plus

Skills & Knowledge

• Effective collaborative and proven process improvement skills
• Exceptional oral and written communication skills
• Ability to interact within all levels of the organization
• A strong working knowledge of Microsoft Office products
• Demonstrated ability to successfully plan, organize and manage projects
• Detail oriented, excellent proofreading and editing skills
• Demonstrated leadership skills in managing collaborative business teams and leading by influence

If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].