Manager of Technical Support - Remote

Overview

The Manager of Technical Support will lead a team of 5–10 Technical Support Specialists, ensuring operational excellence and customer satisfaction while collaborating with cross-functional teams.

In Short

• Lead a team of Technical Support Specialists.
• Drive operational excellence and team development.
• Monitor KPIs to ensure high-quality customer support.
• Manage escalations and critical incidents.
• Collaborate with Product, Engineering, and Customer Success teams.
• Implement and optimize AI tools for support processes.
• Foster a culture of accountability and continuous learning.
• Participate in recruiting and onboarding new team members.
• Guide the team through complex technical challenges.
• Ensure high-quality documentation and knowledge sharing.

Requirements

• 8+ years in SaaS technical support, with 3+ years in a management role.
• Expertise in troubleshooting technical issues in SaaS environments.
• Strong leadership and coaching skills.
• Proficiency with Salesforce, Sentry, Sumo Logic, and DataDog.
• Exceptional communication and collaboration skills.
• Experience in process improvements and team development.

Benefits

• Opportunity to lead a dynamic team in a remote environment.
• Engagement in cross-functional projects.
• Focus on customer satisfaction and problem-solving.
• Professional development opportunities.
• Work with innovative SaaS solutions in the hospitality industry.