Sr. Manager, Technical Support
New
J
JobgetherSaaS
Remote U.S. work opportunityFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in technical support, customer support, service operations, or a related field; 3+ years of experience leading people leaders and/or complex technical support organizations.
- Required Skills
- Artificial IntelligencePeople ManagementJiraSaaSTechnical supportCustomer support
Requirements
- 8+ years of experience in technical support, customer support, service operations, or a related field.
- 3+ years of experience leading people leaders and/or complex technical support organizations.
- Proven experience managing global technical support operations within a SaaS or enterprise technology environment.
- Demonstrated success owning Support KPIs, operational performance, escalations, service quality, and continuous improvement initiatives.
- Strong analytical and problem-solving capabilities, with the ability to translate operational data and customer insights into concrete actions.
- Proven ability to coach, mentor, and develop managers and high-performing support teams.
- Strong cross-functional leadership and influencing skills, particularly when partnering with Product, Engineering, and Customer Success.
- Experience implementing process improvements, automation, and technology-enabled solutions that enhance efficiency and customer experience.
- Demonstrated ability to use AI tools and emerging technologies to improve productivity, workflows, knowledge management, and decision-making.
- Familiarity with Salesforce Service Cloud, JIRA, or comparable support and workflow platforms.
- Excellent communication, presentation, organizational, and stakeholder-management skills.
- Ability to manage multiple priorities effectively in a fast-paced, global environment.
- Bachelor’s degree preferred, or an equivalent combination of education and professional experience.
Responsibilities
- Lead global technical support managers and teams, establishing priorities, performance expectations, operating standards, and consistent practices across regions and support tiers.
- Own and improve key Support KPIs, including total time to resolution, customer effort score, average first response time, quality assurance, escalations, and productivity.
- Analyze operational and customer data to identify trends, performance gaps, and opportunities for measurable improvement.
- Evaluate support workflows, tools, staffing models, and team capabilities to increase efficiency, scalability, quality, and customer satisfaction.
- Establish effective case management and escalation processes while ensuring support data generates actionable insights for Product, Engineering, and other stakeholders.
- Identify and implement practical applications of AI and automation to streamline workflows, improve knowledge management, support case resolution, and increase productivity.
- Coach and develop support managers and team members, strengthening accountability, engagement, performance, and career development.
- Partner with Product, Engineering, Customer Success, and other senior leaders to represent the customer voice and influence improvements.
- Develop and implement programs that strengthen the scalability, consistency, and effectiveness of technical support operations.
- Lead teams through operational and organizational change while maintaining service quality and business continuity.
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