Manager, Technical Support - Remote

Overview

The Manager of Technical Support will oversee the Level 1 Technical Support team, ensuring high-quality customer service and team productivity while providing mentorship and coaching to team members.

In Short

• Manage day-to-day operations of the Level 1 Technical Support team.
• Coach and mentor team members for improved performance.
• Handle customer escalations and ensure satisfaction.
• Drive the overall Technical Support strategy.
• Maintain quality levels and communicate performance metrics.
• Manage staffing and contract partners effectively.
• Ensure productivity goals are met.
• Provide effective reporting on KPIs.
• Support onboarding and continuing education for the team.
• Champion company cultural principles.

Requirements

• 3+ years of experience in contact center support leadership.
• 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 growth periods.
• Excellent customer-facing skills.
• Strong analytic skills and knowledge of reporting tools.
• Technology skills for creative problem-solving.
• Proven ability to hire and develop talent.

Benefits

• Competitive total compensation package.
• Remote and flexible working options.
• Health benefits.
• Samsara for Good charity fund.
• Opportunities for career development and training.