Technical Support Manager

We are a fast-growing SaaS company selling a wide, complicated product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day.  Putting customers first, acting with integrity and accountability, while getting things done are Rhythm’s core values and reflected in everything we do.  We are seeking an innovative and accomplished Technical Support Manager to deliver a first class experience to our customers and team members. 

At Rhythm, the Technical Support Manager is a customer service expert, focused on building cross-departmental relationships while delivering exceptional results.  Reporting to the Director of Customer Experience, this role works collaboratively across the organization to drive the performance of the support team forward in tandem with world-class customer results and satisfaction. There are two key aspects of this function – delivering value to our customers through your team and managing team initiatives to move business results forward.

If you’re looking to take your career to the next level, this is the place.

• Oversee a team of Technical Support Specialists responsible for Tier 1 and Tier 2 support, ensuring adherence to response and resolution SLA’s
• Responsible for the hiring, training and development of Tier 1 agents
• Provide consistent oversight on support ticket progress to ensure customer timelines and expectations are managed
• Perform periodic ticket analysis to identify areas for self-help documentation and artifacts
• Make data-driven decisions to improve operational quality and efficiency
• Manage to organizational and departmental objectives
• Develop, implement, and continuously improve process documentation for the technical support team
• Collaborate with appropriate departments to develop and maintain a processes that support customer needs
• Continually solicit client feedback to gain insight into the client's experience, perception of processes, and areas of improvement
• Serve as a subject matter expert of the Rhythm platform for internal team members
• Escalate high-priority requests to Director of Customer Experience

• Currently based in the US
• Polite, well-spoken, charismatic
• 3+ years Technical Support experience (preferably in a SaaS environment); 1+ years in a supervisory role
• Proven capability of delivering on departmental goals and key metrics
• Strive to empathize with others, seeing situations from perspectives other than their own
• Have confidence and experience speaking to different audiences through written and verbal communication
• Can effectively communicate with internal teams while being remote and working autonomously
• Ability to champion change through commitment and support for initiatives
• Ability to appropriately prioritize and escalate customer issues
• Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warranted
• A reputation for fairness, dependability, and adherence to high ethical standards
• Ability to organize and manage multiple priorities and change directions quickly
• Want to help mission-driven organizations do good in their industries, professions, and communities
• Extensive experience in one or more ticketing systems; Zendesk preferred
• Ability to communicate technical information in an accessible manner to non-technical users

The perks of being on the Rhythm team:

• Remote work: We believe our team members can make an impact from anywhere with a stable internet connection, so we are fully and permanently remote.

• Healthcare: Keeping our team healthy is one of our top priorities, so employees have access to medical, dental, and vision for themselves and their dependents. 
• Unlimited vacation: There’s more to life than work, so we want our team to take time off to recharge, have fun, and take care of personal needs.
• Financial well-being: In addition to transparent and equitable pay, we offer employees the opportunity to participate in a 401K.
• Ongoing learning: The team at Rhythm is a curious bunch. That’s why we have ongoing learning opportunities like office hours, online courses, industry conferences, and book club.
• World-class team: If you look around at our team, you’ll see a diverse group of helpers, innovators, and creators who love making a difference. Every day, we show up for each other and our customers.

Rhythm is a small, rapidly growing startup company based in Atlanta, GA. We’ve embraced the economic and technological benefits of serverless computing and a loosely coupled microservices architecture to deliver high-quality, disruptive software to associations and nonprofits.  

Our north star - simple. Delight the customer.

Everything we do, every activity, every bonus plan, and every initiative - centers around creating child-like joy among our customers. Each of us works closely with our customers to deeply understand their needs and capture the nuance in their daily challenges. We use that knowledge to deliver the best, most intuitive experiences we can. What sets us apart is our ability to listen, learn, develop, and delight quickly and consistently. When a customer tells us they feel heard, we know we’re on our game.