Manager, Technical Support

We're seeking a Manager, Technical Support to lead one of our Global Customer Support teams. You will be responsible for executing operational strategies, managing a team of Customer Support Team Leads, and ensuring excellent partner and customer satisfaction.

In this role, you'll:

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management.
• Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance.
• Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics.
• Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
• Collaborate with cross-functional teams to implement betterment plans for recurring issues.
• Support key customers with high-priority cases, ensuring proactive communication and resolution strategies.
• Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Partner with other managers and business stakeholders to improve support processes and enhance customer experience.

Requirements:

• 7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.
• Strong leadership experience, with a track record of coaching and mentoring high-performing teams.
• Proven ability to drive operational excellence, set team goals, and improve key performance metrics including CSAT, NPS, SLA, and backlog management.
• Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements.
• Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau.
• Strong analytical skills with the ability to derive insights from data and drive data-informed decision-making.
• Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership.