Technical Support Operations Manager

Job Summary

A company is looking for a Technical Support Operations Manager to lead and optimize their technical support team.

Key Responsibilities:

• Lead and develop a remote team of Tier 2 Support Agents to ensure exceptional customer experiences
• Oversee daily operations of the support department, ensuring timely issue resolution within established SLAs
• Monitor team performance and refine workflows for efficiency and quality

Required Qualifications:

• 4-6 years of experience in Tier 2 technical support, with at least 2 years in a leadership role
• Direct experience with U.S. enterprise and SMB customers
• Strong understanding of SaaS systems, APIs, and web-based technologies
• Metrics-driven mindset with experience in CSAT, NPS, and SLA adherence
• Proven ability to manage remote teams across time zones