Technical Support Manager
Job Summary
A company is looking for a Manager, Technical Support to lead a team of Technical Support Specialists in solving complex customer issues.
Key Responsibilities
- Manage a team of Technical Support Specialists, ensuring they have the necessary tools and support
- Monitor team metrics and translate data into coaching and process decisions
- Identify patterns in support tickets and advocate for product and process changes
Required Qualifications
- 5+ years in Technical Support, with at least 2 years of management experience
- Proven experience in a customer-facing team in a mentorship capacity
- Experience using AI tools to improve support functions
- Zendesk experience is preferred
- Experience in recruiting and hiring is a plus
COMPLETE JOB DESCRIPTION
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