Sr. Manager, Technical Support

Accountabilities:

• • 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 while maintaining appropriate quality controls and human oversight.
  • 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 to products, processes, and support experiences.
  • 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.

  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.

  Benefits:

  • Flexible paid time off for salaried employees.
  • Hourly employees receive PTO based on tenure plus 5 paid sick days annually, available from day one.
  • 10 company-paid holidays plus 4 additional extended company holidays.
  • Multiple medical and dental plan options.
  • 100% company-paid vision coverage.
  • 401(k) plan available through Fidelity.
  • Paid parental leave for eligible employees from day one.
  • Employer-paid short- and long-term disability insurance and life insurance.
  • Critical illness, accident, and hospital indemnity insurance options.
  • Employee Assistance Program (EAP).
  • Access to employee discounts and wellbeing programs, including fitness, financial wellness, mental health, fertility and family planning, physical therapy, eyewear, and other support services.
  • Remote U.S. work opportunity, offering flexibility within the organization’s working model.
  • Opportunity to lead a global support organization and influence customer experience, operational strategy, and AI-enabled transformation.