Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems
Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions
Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations
Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals
Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms
Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early
Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows
Additional projects and responsibilities as business needs require

5+ years in Technical Support, with at least 2 years of management experience
Proven experience in a customer-facing team in a mentorship capacity (Senior level or above)
Open to being on-call on weekends & some holidays [3x per quarter]
Outstanding customer service skills – empathetic, responsive, and solutions-focused
Exceptional written and verbal communication skills
Experience using AI tools to improve support functions for your team and customers
Zendesk experience
A proven track record of staying calm under pressure during outages or high-volume periods
Experience in recruiting and hiring, a plus
Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren’t always in alignment with a given role — but those are qualities we value at Greenhouse. If you don’t meet 100% of the qualifications outlined above, we still strongly encourage you to apply.

Technical Support Manager

Key skills