Aquatic Technical Support Manager
New
J
JobgetherCommercial aquatics
Fully remote opportunity open to candidates residing anywhere in the United States.Full-TimeManager
Salary80,000 - 100,000 USD per year
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Job Details
- Languages
- Communicate effectively in English.
- Experience
- At least 5 years of commercial aquatics experience, including hands-on field equipment troubleshooting and diagnosis; at least 3 years of management experience.
- Required Skills
- Data AnalysisCustomer serviceNetSuite
Requirements
- Bring at least 5 years of commercial aquatics experience, including hands-on field equipment troubleshooting and diagnosis.
- Have at least 3 years of management experience, ideally leading technical support, customer service, or similarly specialized teams.
- Have prior experience as a Customer Support Specialist or in a comparable customer service role.
- Have a strong technical background and explain complex technical concepts clearly to non-technical customers and colleagues.
- Demonstrate knowledge of enterprise web technologies, security concepts, modern infrastructure, software applications, and remote support environments.
- Have strong knowledge of CRM systems and their functionality; NetSuite experience is a plus.
- Analyze customer and client data to identify trends, generate insights, and support informed decisions.
- Bring customer service and de-escalation skills, with the ability to guide clients and team members through troubleshooting.
- Obtain a Certified Pool & Spa Operator (CPO) license within the first 90 days of employment.
- Communicate effectively in English.
- Be available to work weekends and holidays when required, with occasional light travel during the year.
- Be able to occasionally move, lift, carry, and push objects weighing up to 25 pounds.
Responsibilities
- Lead, manage, and develop Customer Support Specialists and Technicians.
- Assess team capabilities and establish ongoing training programs to address skill gaps.
- Define and monitor customer support KPIs, evaluate performance, and provide feedback.
- Oversee the case management system, support workflows, escalation processes, and service best practices.
- Build and maintain a technical knowledge base covering equipment troubleshooting, maintenance, repairs, and software functionality.
- Resolve complex customer and technical issues, including when information is incomplete.
- Partner with Product Management and Engineering to improve support tools, features, processes, and customer experience.
- Manage customer support surveys, analyze feedback and performance data, and communicate findings to leadership.
- Document and continuously improve technical support policies, procedures, workflows, and processes.
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