Team Leadership & Development: Manage, mentor, and coach a team of Technical Support Specialists.
Queue & SLA Management: Oversee the efficient distribution and resolution of support tickets.
Technical Escalation Handling: Act as the primary point of contact for urgent technical issues.
Cross-Functional Collaboration: Partner with Product and Engineering teams to report bugs and advocate for new features.
Process Improvement & Optimization: Identify bottlenecks and implement strategies to improve efficiency.
Quality Assurance: Monitor ticket interactions and customer communications for accuracy and adherence to standards.

Technical Expertise: Deep understanding of the SaaS technology landscape, including cloud infrastructure, API integrations.
Leadership Experience: Proven track record of successfully managing technical support teams in a fast-paced SaaS or travel-tech environment.
Advanced Problem-Solving: Strong ability to diagnose complex technical problems.
Exceptional Communication: Excellent written and verbal English skills with the ability to explain technical concepts clearly.
Tool Proficiency: Hands-on experience with support tech stacks, including Zendesk, Slack, and CRM systems.

Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
100% Remote: Enjoy the freedom to work from anywhere within your country of residence.
Equity: Every role comes with valuable stock options.
Values-Driven Leadership: Our Core Values are leveraged daily in decisions.
Professional Growth: Offers unparalleled learning and development opportunities.
Annual Paid Leave: Specific amounts vary by country and are aligned with norms.
Geographic Specific Benefits: Different country-specific benefits such as Health Insurance and Pensions.

Technical Support Manager

Key skills