Technical Support Manager

Job Summary

Leading a team of Technical Support Specialists, the full-time Technical Support Manager will focus on delivering exceptional customer support, driving operational excellence, and building scalable processes in a remote environment.

Key responsibilities

• Hire, onboard, coach, and develop a high-performing team while fostering a culture of accountability and customer obsession
• Ensure the team consistently delivers fast and technically sound support, maintaining high customer satisfaction
• Partner with Product and Engineering to resolve complex customer issues and advocate for customer needs across the organization

Required qualifications

• 3+ years of leadership experience managing remote B2B support teams with a focus on coaching and performance improvement
• 5+ years of experience in customer-facing roles supporting technical SaaS products, preferably in a start-up or high-growth environment
• Strong technical capability in troubleshooting APIs, AI products, CRMs, and integrations
• Demonstrated customer empathy with the ability to balance customer needs and business goals
• Experience in creating systems and processes that enhance customer and team outcomes