Technical Support Manager

JOB RESPONSIBILITIES

ESSENTIAL DUTIES

• Lead, coach, and develop the Customer Support team to deliver exceptional customer experiences and achieve departmental goals.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career development conversations.
• Foster a culture of accountability, collaboration, continuous learning, and customer advocacy.
• Oversee daily support operations, ensuring timely resolution of customer inquiries, escalations, and service requests.
• Monitor team performance, quality, customer satisfaction, and operational metrics to identify trends and drive continuous improvement.
• Serve as the primary escalation point for complex customer issues, partnering with internal teams to resolve customer-impacting problems.
• Analyze support trends, recurring customer issues, and operational data to identify opportunities for process improvement and reduce future customer effort.
• Maintain support documentation, workflows, and knowledge base content to ensure accurate and consistent support delivery.
• Partner with Product, Engineering, Sales, Customer Success, and Implementation to communicate customer feedback, improve product quality, and support new releases.
• Assist with hiring, onboarding, workforce planning, scheduling, and resource planning.
• Provide direct customer support during high-volume periods or critical customer situations.
• Perform other duties and special projects as assigned.

JOB QUALIFICATIONS

• 3+ years of leadership experience in Customer Support/Technical Support
• Demonstrated success leading and developing high-performing customer support teams.
• Ability to prioritize multiple initiatives in a fast-paced environment.
• Experience using Zendesk ticketing system and reporting tools.

KNOWLEDGE AND SKILLS

• Strong leadership, coaching, and employee development skills
• Excellent interpersonal and conflict resolution abilities
• Customer-first mindset with a commitment to service excellence
• Strong analytical skills with the ability to interpret support metrics and make data-driven decisions
• Excellent organizational and time management skills
• Ability to build collaborative cross-functional partnerships
• Strong written and verbal communication skills
• Comfortable working in a fast-paced, changing environment
• Proficiency with Windows and macOS operating systems
• General understanding of networking, hardware, SaaS applications, and technical troubleshooting concepts

PHYSICAL ACTIVITIES

This position primarily requires sitting, working at a computer, and communicating with customers and

employees. Occasional standing, walking, and lifting up to 15 pounds may be required.