Manager, Technical Support

Summary

Join Duetto's Technical Support team as the Manager of Technical Support, leading a team of 5–10 specialists. You will drive operational excellence, team development, and customer satisfaction, executing team priorities and fostering a collaborative culture. Responsibilities include managing team performance, monitoring KPIs, improving processes, handling escalations, and overseeing AI tool implementation. You will partner with cross-functional teams and ensure high-quality customer support. This role requires significant experience in SaaS technical support and team management within a B2B SaaS environment. The ideal candidate possesses strong leadership, communication, and problem-solving skills.

Requirements

• 8+ years of experience in SaaS technical support, including 3+ years of experience managing or leading teams in a B2B SaaS customer-facing support team
• Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
• Strong leadership skills, including team management, coaching, and performance optimization
• Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
• Exceptional communication skills, ability to handle escalations, collaborate across teams, and represent Support in cross-functional projects
• Experience in driving process improvements and fostering a culture of continuous learning and accountability

Responsibilities

• Manage a team of US-based 5–10 Technical Support Specialists, providing coaching, regular performance feedback, and professional development
• Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged team
• Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement
• Participate in the recruiting and onboarding of new team members
• Monitor schedules, queue coverage, workflows, and KPIs to drive operational efficiency. Our primary KPIs are productivity, response times, CSAT, knowledge contribution and case collaboration
• Ensure team members maintain schedule adherence and provide high-quality customer support, including timely resolution of escalations
• Act as the owner of high-severity issues and escalations, overseeing communication and resolution across teams
• Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify trends, improve processes, and contribute to product enhancements
• Lead initiatives to improve knowledge base content, incident management workflows, and cross-team collaboration
• Serve as the primary point of contact for critical escalations, driving resolution by engaging with stakeholders and communicating updates effectively
• Ensure root cause analysis and follow-up actions are documented and shared for learning and prevention
• Guide the team through complex technical challenges by fostering a collaborative problem-solving approach in the Swarming Channel, where the case owner engages with other subject matter experts to find solutions to cases
• Monitor and address the most complex cases, providing strategic input to resolve issues quickly and effectively
• Oversee the implementation and optimization of AI tools, ensuring alignment with team workflows and goals
• Drive knowledge creation and maintenance, ensuring team members contribute high-quality documentation and keep resources current

Preferred Qualifications

• A customer-first mindset and a passion for solving problems and driving satisfaction
• The ability to inspire, motivate, and grow a diverse team in a remote work environment. Our entire Support team is fully remote
• A proactive, solutions-oriented approach to problem-solving and cross-functional collaboration
• Strong organizational skills and the ability to balance team management with hands-on involvement in critical issues

Benefits

Remote work, flexible hours