Technical Support Manager

Job Summary

A company is looking for a Manager of Customer Support.

Key Responsibilities

• Lead and develop a high-performing technical support team through coaching and mentoring
• Oversee daily operations, including case management and service quality, while managing team KPIs and reporting
• Act as the primary contact for major customer escalations and collaborate cross-functionally to enhance the customer experience

Required Qualifications

• Bachelor's degree in Business, Management, Information Systems, or equivalent experience
• 5-7 years in technical or customer support, with 3-5 years in a leadership role
• Proven ability to lead and develop high-performing teams
• Strong command of support operations and experience with CRM platforms
• Demonstrated strength in analytics and reporting for decision-making