Manager, Technical Support Level 1 - Remote

Overview

The Manager, Technical Support Level 1 will oversee the Level 1 Technical Support team, providing coaching and mentoring to ensure high-quality customer service and team productivity.

In Short

• Lead day-to-day operations of the Level 1 Technical Support team.
• Coach and mentor team members for performance improvement.
• Handle customer escalations effectively.
• Drive productivity and customer satisfaction goals.
• Manage onboarding and training for new hires.
• Analyze customer trends for process improvements.
• Ensure best practices in support channels.
• Foster a high-performing and inclusive team culture.
• Report on KPIs and team performance to management.
• Support a flexible working environment.

Requirements

• 3+ years of experience in a contact center support environment.
• BA/BS or equivalent work experience.
• Bilingual in Spanish and English.
• Strong problem-solving and troubleshooting skills.
• Knowledge of support processes and productivity improvements.
• Ability to guide teams through high growth periods.
• Excellent customer-facing skills.
• Strong analytical skills with reporting tools.
• Proven ability to hire and develop talent.
• Experience in managing leaders is a plus.

Benefits

• Competitive compensation package.
• Remote and flexible working options.
• Health benefits.
• Opportunities for career development.
• Supportive team culture.