Technical Support Manager

Job Summary

A company is looking for a Technical Support Manager to lead technical support teams and enhance customer satisfaction.

Key Responsibilities

• Lead and develop technical support supervisors to foster a culture of accountability and improvement
• Manage staffing forecasts, operational performance, and ensure service targets are met
• Analyze support trends and collaborate with cross-functional teams to enhance the customer experience

Required Qualifications

• 5+ years of experience in technical support or service operations, preferably in a SaaS or technology environment
• 2+ years of experience managing supervisors or team leads
• Proven ability to manage support operations at scale, including KPI ownership
• Strong analytical and leadership skills
• Proficiency with CRM, ticketing, and reporting tools