Manager, Technical Support

Summary

Join Sweed as a fully remote Manager of Technical Support with flexible hours! You will be responsible for ensuring the effectiveness and happiness of our Technical Support teams. Key responsibilities include analyzing live support, addressing technical questions, assisting with goal setting, providing feedback, collaborating with cross-functional teams, and presenting performance updates. This role requires experience in customer service, POS systems, and supporting complex technical products, along with excellent communication skills and team leadership experience. We offer a comprehensive benefits package including health insurance, paid parental leave, paid time off, and paid holidays.

Requirements

• Prior experience in customer service or retail operations
• Experience using a point of sale system
• Experience supporting a complex technical product
• Passion for adopting/using new technology
• Experience leading a team to accomplish complex shared goals
• Excellent communication skills (English)
• Experience offering feedback on sensitive matters to direct reports

Responsibilities

• Analyze and offer feedback on live support
• Redirect and answer technical questions of various natures
• Assist with IC goal setting and progress analysis
• Offer feedback on wins and areas for improvement, without holding back on critical conversations when a negative trend is identified
• Work cross functionally to continue to push the most challenging technical issues along, when the path forward is initially complex
• Collaborate with cross-functional teams to address and solve technical challenges
• Present regular updates on team performance to leadership
• Suggest process improvements/changes as identified
• Lead regular team meetings
• Manage active support queue/schedule
• Work with various stakeholders to gauge team progress and suggest process changes as needed

Preferred Qualifications

• Prior experience working in the cannabis industry
• Prior experience working in SaaS
• Experience supporting a point of sale system
• Technical certifications

Benefits

• Medical, dental, vision, and other health insurance options
• Paid parental leave
• Paid company observed holidays
• Generous paid time off