Why is remote work so nice? Let's try to see!
Apply
Manager, Technical Support
Posted 11 days agoViewed
💎 Seniority level: Manager, 8+ years
🔍 Industry: SaaS, Hospitality Technology
🏢 Company: Duetto Research
⏳ Experience: 8+ years
Requirements:
- 8+ years of experience in SaaS technical support, including 3+ years of experience managing or leading teams in a B2B SaaS customer-facing support team.
- Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments.
- Strong leadership skills, including team management, coaching, and performance optimization.
- Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies.
- Exceptional communication skills, ability to handle escalations, collaborate across teams, and represent Support in cross-functional projects.
- Experience in driving process improvements and fostering a culture of continuous learning and accountability.
Responsibilities:
- Manage a team of US-based 5–10 Technical Support Specialists, providing coaching, regular performance feedback, and professional development.
- Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged team.
- Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement.
- Participate in the recruiting and onboarding of new team members.
- Monitor schedules, queue coverage, workflows, and KPIs to drive operational efficiency.
- Ensure team members maintain schedule adherence and provide high-quality customer support, including timely resolution of escalations.
- Act as the owner of high-severity issues and escalations, overseeing communication and resolution across teams.
- Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify trends, improve processes, and contribute to product enhancements.
- Lead initiatives to improve knowledge base content, incident management workflows, and cross-team collaboration.
- Serve as the primary point of contact for critical escalations, driving resolution by engaging with stakeholders and communicating updates effectively.
- Ensure root cause analysis and follow-up actions are documented and shared for learning and prevention.
- Guide the team through complex technical challenges by fostering a collaborative problem-solving approach in the Swarming Channel, where the case owner engages with other subject matter experts to find solutions to cases.
- Monitor and address the most complex cases, providing strategic input to resolve issues quickly and effectively.
- Oversee the implementation and optimization of AI tools, ensuring alignment with team workflows and goals.
- Drive knowledge creation and maintenance, ensuring team members contribute high-quality documentation and keep resources current.
Related Articles
Posted 7 months ago
Insights into the evolving landscape of remote work in 2024 reveal the importance of certifications and continuous learning. This article breaks down emerging trends, sought-after certifications, and provides practical solutions for enhancing your employability and expertise. What skills will be essential for remote job seekers, and how can you navigate this dynamic market to secure your dream role?
Posted 7 months ago
Explore the challenges and strategies of maintaining work-life balance while working remotely. Learn about unique aspects of remote work, associated challenges, historical context, and effective strategies to separate work and personal life.
Posted 7 months ago
Google is gearing up to expand its remote job listings, promising more opportunities across various departments and regions. Find out how this move can benefit job seekers and impact the market.
Posted 7 months ago
Learn about the importance of pre-onboarding preparation for remote employees, including checklist creation, documentation, tools and equipment setup, communication plans, and feedback strategies. Discover how proactive pre-onboarding can enhance job performance, increase retention rates, and foster a sense of belonging from day one.