Manager, Customer Support
New
B
BoostlingoLanguage technology
Location: United States (Remote)Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years leading a team that resolves customer or end-user technical issues; 2+ year as a direct people manager
- Required Skills
- SQLPeople ManagementWebRTCRESTful APIsTechnical supportCustomer support
Requirements
- Have 3+ years leading a team that resolves customer or end-user technical issues in customer support, technical support, or an IT service desk.
- Have 2+ years as a direct people manager, including hiring, 1:1s, and performance conversations.
- Have experience running escalations directly with client stakeholders, including senior contacts.
- Preferred: experience managing a distributed or multi-time-zone team, including teams through BPO partners.
- Preferred: enterprise healthcare experience, especially supporting integrations or healthcare-specific workflows.
- Preferred: experience running quarterly reviews and managing to strategic OKRs.
- Preferred: working knowledge of Twilio, SIP, WebRTC, or similar communications technology.
- Preferred: hands-on experience with APIs, SQL, or light coding, and curiosity to draft an automation with an AI assistant.
- Preferred: experience with Intercom and using AI in support workflows with quality as the bar.
Responsibilities
- Lead and develop a team of 3 to 7 technical support specialists through regular 1:1s, mentoring, and performance reviews.
- Own team OKRs and manage the team’s work against company priorities.
- Review and co-work support tickets, run ticket review sessions, and record walkthroughs for teammates working off-hours.
- Turn recurring issues into documented procedures and build checks to identify problems before clients report them.
- Develop AI-assisted quality assurance with the Technical Support Operations Lead.
- Serve as an escalation point for internal and external stakeholders, join client calls, and represent Support on site when needed.
- Work with onboarding, Sales, and Account Management to address client needs.
- Triage Engineering tickets and advocate for client needs and internal tooling with Product.
- Share ownership of 24/7 support, 7-7 intake, and events coverage with the support leadership team.
- Collaborate with BPO partners and report against support OKRs.
View Full Description & ApplyYou'll be redirected to the employer's site
