Technical Support Manager

Role Overview

• Lead, coach, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and continuous learning
• Drive team performance through coaching, regular performance evaluations, talent development, and succession planning
• Oversee support operations by monitoring key performance metrics, improving processes, and maintaining high standards for quality, documentation, and compliance
• Lead the resolution of complex customer escalations and enterprise customer risks, partnering with senior leadership and cross-functional teams to drive successful outcomes
• Partner closely with Product, Engineering, Customer Success, and other cross-functional teams to advocate for customer needs, influence product improvements, and enhance the end-to-end customer experience
• Identify customer trends and systemic issues, using insights and operational data to drive continuous improvement across products, processes, and support operations
• Lead hiring, onboarding, workforce planning, and employee development to build a scalable, high-performing organization
• Champion the adoption of new technologies, including AI-enabled solutions and automation, to improve team productivity and operational effectiveness
• Lead change management initiatives, helping teams successfully adopt new products, tools, processes, and business priorities
• Contribute to strategic planning by using customer insights, operational metrics, and business needs to influence decisions and improve support outcomes

Requirements

• 8+ years of experience in technical support, customer support, customer success, or a related customer-facing role supporting enterprise SaaS products
• 3-5+ years of experience leading and developing customer support or technical support teams, including performance management, coaching, and career development
• Experience managing complex customer escalations and driving successful outcomes for enterprise customers
• Proven experience leading teams in hybrid or remote environments and fostering a high-performing, collaborative culture
• Experience using customer support platforms, CRM systems, reporting tools, and other technologies to improve team effectiveness and operational performance
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience, with fluency in written and spoken English

Benefits

• Health insurance
• Professional development
• Flexible work arrangements
• Paid time off