Technical Support Manager

Job Summary

A company is looking for a Manager, Client Technical Solutions to lead their Technical Support and Customer Support teams.

Key Responsibilities

• Oversee daily operations of Technical Support & Customer Support teams, ensuring timely resolution of customer issues and adherence to SLAs
• Develop and implement support strategies, workflows, and documentation to enhance efficiency and service excellence
• Monitor key performance metrics and drive continuous improvement in customer service and technical support processes

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• 5+ years of experience managing a technical support team or customer care operation, preferably in SaaS, energy, or eCommerce
• Proven ability to develop and optimize support workflows and knowledge bases
• Experience with customer support tools (e.g., Zendesk, Salesforce, Jira, Intercom) and CRM systems
• A collaborative leadership style that motivates teams and builds trust