Senior Technical Support Manager
Job Summary
Leading global technical support operations, the full-time Senior Technical Support Manager will oversee support teams, drive performance metrics, and establish scalable processes while working remotely.
Key responsibilities:
- Lead support managers and teams, setting priorities and performance expectations for consistent service delivery
- Own key Support KPIs, utilizing data to identify trends and drive improvements in resolution times and customer satisfaction
- Collaborate cross-functionally with Product, Engineering, and Customer Success to enhance customer experience and address pain points
Required qualifications:
- 8+ years of experience in technical support or related fields, with 3+ years in leadership roles
- Proven experience managing global technical support operations in a SaaS or enterprise technology environment
- Strong analytical skills with the ability to translate data insights into actionable improvements
- Experience implementing process improvements and automation to enhance efficiency and customer experience
- Bachelor's degree preferred, or equivalent combination of education and experience
Complete Job Description
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