Senior Manager, Technical Product Support - Remote

Overview

The Senior Manager, Technical Product Support at Assent provides strategic leadership and oversight for our Technical Product Support organization. This critical role directly manages multiple Support Managers and teams across all technical tiers, driving exceptional customer experiences and operational excellence.

In Short

• Manage multiple Technical Support Managers and teams.
• Foster professional growth and high performance within teams.
• Provide ongoing coaching and performance management.
• Define standards for outstanding customer support experiences.
• Identify improvement opportunities for service delivery.
• Engage in critical escalations and resolve complex issues.
• Establish and monitor KPIs for team performance.
• Determine support-related functions within the organization.
• Ensure efficient operational processes for technical support.
• Lead cross-functional initiatives for continuous improvement.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 7-10 years experience in Technical Product Support or related fields.
• Minimum of 5 years experience managing managers and support teams.
• Proven ability to define standards for customer experiences.
• Experience in managing KPIs and performance strategies.
• Exceptional problem-solving capabilities.
• Strong communication skills.
• Deep technical expertise in troubleshooting and API integrations.
• Comfort in guiding complex technical escalations.
• Familiarity with AI-driven support solutions is desirable.

Benefits

• Increased vacation time with tenure.
• Comprehensive benefits packages.
• Competitive base salary and corporate bonus program.
• Retirement savings options.
• Professional development days from day one.
• Flexible working environments.