Technical Support Manager

Job Summary

Leading a remote team, the full-time Technical Support Manager will oversee all aspects of team leadership, including recruiting, coaching, and performance management, while ensuring exceptional service delivery across multiple support channels.

Key responsibilities

• Recruit, hire, and train technical support teams globally while establishing work schedules to meet coverage obligations
• Drive performance management through coaching, performance reviews, and incentive plans, while addressing escalations with clients effectively
• Initiate and execute strategic improvement plans within the team and collaborate with cross-functional teams to enhance the overall customer experience

Required qualifications

• 5+ years of direct leadership experience in a client-facing technical support environment, preferably in SaaS or technology
• Experience with multi-channel contact centers, including chat, phone, email, and portals
• Strong recruitment selection skills and familiarity with HR processes such as grievances and performance improvement plans
• Proficiency with back-end systems like Salesforce Service Cloud and Jira, along with reporting tools such as PowerBI
• Certifications such as ITIL Foundation, Microsoft Certification, or AWS Certification are desirable