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.

See also