Technical Support & Implementation Manager - Remote

Overview

The Technical Customer Support Team is a dynamic and collaborative group focused on providing exceptional technical assistance and seamless onboarding and implementation experiences to Mural's customers. We foster a culture of continuous improvement, knowledge sharing, and customer advocacy. This team plays a crucial role in Mural's success by ensuring customer satisfaction, driving product adoption, and providing valuable feedback to shape our product roadmap.

In Short

• Lead and mentor a team of Technical Support Specialists.
• Oversee technical customer support and implementation projects.
• Collaborate with Product Management for customer insights.
• Drive continuous improvement of technical workflows.
• Manage and resolve customer escalations.

Requirements

• 2+ years of experience managing a customer-facing technical team.
• 5+ years of experience in technical implementation or support in a B2B SaaS environment.
• Proven ability to create and implement technical workflows.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• A customer-centric mindset.
• Experience working cross-functionally with various teams.
• Comfort using AI tools to enhance workflows.

Benefits

• Dynamic and collaborative team environment.
• Opportunities for professional growth and development.
• Focus on continuous improvement and innovation.
• Supportive culture advocating for customer needs.