Technical Support Manager

The Technical Support Manager is responsible for managing a team of support analysts who provide technical assistance to customers and internal teams. The Technical Support Manager is expected to develop and implement policies and procedures to ensure the efficient and effective delivery of technical support services and ticket handling. The ideal candidate will have excellent communication, leadership, and problem-solving skills.

• Manage a team of support analysts, providing guidance and coaching to ensure high-quality customer service and efficient resolution of technical issues.
• Develop and implement policies and procedures to improve technical support processes and ensure compliance with service level agreements.
• Collaborate with other departments, including product development, sales, professional services, and customer success, to ensure a coordinated approach to customer support.
• Identify opportunities for process improvements and collaborate with cross-functional teams to implement changes
• Analyze metrics and trends to identify areas for improvement in technical support operations, and provide regular reports to senior management
• Maintain a high level of technical knowledge and understanding of the company's products and services, and use this knowledge to provide guidance and support to the technical support team
• Hire, train, and manage technical support staff, and provide regular feedback on performance and development opportunities
• Act as a point of escalation for complex technical issues, and provide support to technical support specialists as needed
• Monitor customer feedback and work with the team to develop strategies to improve customer satisfaction

Requirements

• Bachelor's degree in computer science, information technology or a related field.
• Technical proficiency with SaaS solutions, Google Analytics, and Google Tag Manager
• 3+ years of experience in technical support or a related field, with at least 1 years in a management or supervisory role
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and cross-functional stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions to improve technical support operations
• Experience with customer relationship management (CRM) tools and other technical support software
• Ability to prioritize and manage multiple projects and tasks in a fast-paced environment
• Strong leadership and communication skills, with the ability to manage client relationships and lead cross-functional teams
• Ability to manage multiple projects and priorities simultaneously
• Strong analytical and problem-solving skills

Benefits

What we offer

• Competitive salary & bonus
• $2,500 onboarding stipend for home office plus $1K per year home office annually
• 100% health, vision, dental coverage
• Unlimited vacation policy and flexible working hours - good work-life balance goes a long way.
• A hard-working and dedicated team that is fun to work with.
• Annual retreat (even if remote)