Manager of Technical Support

Summary

Join Virtuous, a company dedicated to helping nonprofits, as their Manager of Technical Support! Reporting to the Director of Technical Support, you will oversee a team of Tier 1 and Tier 2 support agents, managing support requests, troubleshooting issues, and creating bug reports. This role demands close collaboration with Product and Engineering teams to prioritize bugs and ensure timely resolutions. You will also nurture a high-performing team, fostering collaboration and providing necessary skills and tools. Success is measured by exceeding key performance metrics like customer satisfaction and resolution time. The position requires 5+ years of B2B SaaS Technical Support experience and 2+ years leading a team. Candidates willing to work a hybrid schedule in downtown Phoenix, AZ are preferred, but remote work throughout the US is also considered.

Requirements

• 5+ years experience in B2B SaaS Technical Support
• 2+ years experience leading and coaching a team of direct reports
• Analytical mindset with experience making data-driven decisions
• Experience working with Engineering and QA teams
• Experience working with and troubleshooting CRM systems
• Phenomenal documentation, organizational, and communication skills
• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc
• The ability to thrive in a fast-paced, flexible start-up environment

Responsibilities

• Deeply immerse yourself in our products through hands-on troubleshooting, reviewing documentation, and exploring nonprofit customer use cases to gain a comprehensive understanding
• Develop and maintain internal documentation and workflows to ensure team members have up to date resources to resolve issues efficiently
• Leading, coaching, and training a team of support agents to achieve both individual and team goals
• Monitor and report on monthly performance metrics and quarterly OKRs
• Owning high-priority tickets and managing customer escalations, ensuring clear communication and resolution
• Collaborate with other Technical Support Managers and Leads to align on strategies to achieve department goals
• Partner with cross-functional teams including but not limited to Product, Engineering, Customer Success to prioritize and resolve critical issues
• Act as a liaison between the Support team and Engineering team to ensure alignment on priorities
• Drive team engagement and foster an inclusive, collaborative environment
• Identify opportunities for product improvement based on customer feedback and support insights
• Improve processes and best practices to enhance the quality and efficiency of support

Preferred Qualifications

• 2+ years experience working as part of a Tier 2 or Tier 3 team
• Strong understanding of APIs and Integrations
• Basic understanding of SQL
• Experience creating reports using a BI platform or other reporting tools
• Experience training or implementing AI chatbots

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events