Senior Manager, Customer and Technical Support - Remote

Overview

The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of Certn’s Global Support operations.

In Short

• Drive team engagement by fostering a collaborative culture.
• Set, manage, and adjust team objectives for direct reports.
• Collaborate closely with Operations, Product, Sales, and Customer Success teams.
• Lead the team in establishing consistent processes to resolve client and applicant issues.
• Make day-to-day decisions on resource allocation and team structure.
• Collaborate with the Support Leadership team to enhance self-serve resources.
• Implement tooling and process changes to automate repetitive support inquiries.
• Support high-level client escalations by troubleshooting technical issues.

Requirements

• Proven track record of being adaptable to change.
• Comfortable with technology and familiar with SaaS support tools.
• Hands-on experience with SQL for data analysis and reporting.
• Proficient in diagnosing and resolving API issues.
• Experience implementing and configuring support tooling.
• Strong personal communication skills.
• Experience leading Tier 2 or Escalated Support teams.

Benefits

• Work from home allowance.
• Full IT equipment provided.
• 4 weeks vacation.
• 12 wellness days.
• Health spending account/benefits.
• Inclusive and equitable work environment.