Technical Support Manager

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!
 

Mission:

As the Technical Support Manager, you are committed to instilling a mindset of adaptability and urgency within our teams. Your focus will be ensuring our customers receive timely and accurate support of their needs with JobNimbus. Through strategic and tactical Support initiatives, you will drive fast responses and resolutions to our customers and their Support inquiries.

What you’ll be doing:

• Work 5 days per week in office
• Manage a team of 10-12 Technical Support agents
• Manage the day to day tasks of the Technical Support Team in a fast paced environment
• Mentor team members and helping them uplevel their technical skills
• Taking escalation calls as needed
• Training and ramping up new team members

What makes you the hero for this job:

• Minimum of 1-3 years of experience in people leadership.
• Minimum of 1-3 years in SaaS Customer Service and/or Technical Support
• High emotional intelligence and empathy skills.
• Familiarity with SaaS products and the software industry
• Customer-focused mindset and a passion for customer success
• Ability to adapt to changing priorities and manage multiple projects simultaneously
• Ability to work collaboratively with cross-functional teams 
• Expertise in coaching, role-playing, and providing feedback to Onboarders 
• Excellent communication and interpersonal skills
• Technical proficiency and ability to learn new software quickly
• Strong analytical and goal-oriented mindset.
• Strong organizational and project management skills
• Preferred experience in HubSpot or other customer tracking software
• Experience, or strong understanding, of the construction exteriors industry a plus

Superpowers:

Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.

Customer Obsessed. Our software is ever changing, and you'll need to stay on top of the latest and greatest adjustments. It's kind of like being obsessed with Oprah's book club and that feeling that you have to read the next one as soon as it comes out.

Mentor (Hit us up to get more information)

Nick Cook - Specialist in hiring amazing people, lover of all things outdoors, computer nerd, and lead substitute on his friends hockey team.