Technical Support Manager - Remote

Overview

Ascend is a fast-growing SaaS company that automates invoice processing and payments for mid- and large enterprise customers. Our flagship product, Ascend AP, leverages AI, powerful real-time ERP integrations, and embedded payments technology to save our customers tens of millions of dollars every year.

In Short

• Leading and managing the Technical Support organization across all Ascend’s products and services.
• Managing day-to-day operations of Technical Support and Business Process Outsourcing (BPO) teams.
• Ensuring operational performance management in accordance with Service Level Agreements.
• Analyzing improvement areas through root cause analysis and automation services.
• Mentoring a passionate technical support team for professional growth.
• Managing common product issues and ticket trends.
• Collaborating with engineering, quality assurance, and IT Ops for escalations.
• Utilizing leading support center technology, including AI and omni-channel support.
• Accountable for financial performance of technical support services.
• Promoting a culture centered around growth mindset and accountability.

Requirements

• Minimum of five years' experience in a technical support or engineering role.
• Excellent technical leadership skills.
• ITIL Foundation or Enterprise Service Management certifications.
• BS in Computer Science/Engineering or similar technical degree.
• Experience with offshore/BPO management.
• Ability to analyze and manage financial performance metrics.
• Strong problem-solving and critical thinking skills.
• Experience in a SaaS environment preferred.
• Ability to translate technical issues to non-technical audiences.
• Passionate about team development and customer service.

Benefits

• Competitive salary and comprehensive health care benefits.
• Generous retirement plan match.
• Annual Lifelong Learning & Wellness Allowance.
• Flexible time off and paid holidays.
• Remote-first culture with a focus on connection.
• Flexible schedules and paid parental leave.
• Great tools and tech for optimal work performance.