Technical Support Manager
Job Summary
Leading a high-performing technical team, the full-time salaried Tier 1 Support Manager will manage operational performance across multiple support channels, drive process improvements, and serve as a technical escalation point while working remotely.
Key responsibilities
- Lead, coach, and develop a team of support specialists and engineers, focusing on retention and engagement
- Own operational performance metrics such as SLAs, backlog, and resolution times across email, phone, chat, and portal channels
- Design and enhance processes and workflows to improve efficiency and consistency in a high-volume support environment
Required qualifications
- Five or more years of experience in technical support or support operations, including three or more years in a managerial role
- Proven experience in building processes and driving efficiency in large support teams managing high ticket volumes
- Strong technical skills, including knowledge of REST APIs, JSON, and SQL for troubleshooting data issues
- Experience with metrics, KPIs, and dashboard or BI tools, along with familiarity with ticketing platforms like Zendesk or Salesforce
- Bachelor's degree or equivalent experience, with the ability to work flexible schedules including evenings and weekends
Complete Job Description
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