Marketplace Technical Support Manager

Summary

Join Pax8 as the Manager of Technical Support, overseeing daily operations and long-term initiatives for our Technical Support teams. You will elevate the team and individual members, mentoring team leads to ensure peak performance. Collaborate with partners and internal teams throughout the onboarding process and ongoing relationships. This role involves managing team performance, developing support processes, and ensuring the team is equipped with necessary resources. You will also act as a liaison between the support teams and internal stakeholders. Pax8 offers a hybrid/remote work environment and a comprehensive benefits package.

Requirements

• At least eight (8) years of experience providing direct customer facing support
• At least three (3) years of experience as a manager or leader of a team delivering technical support
• Ability to build and develop teams high functioning support teams an identity that brings forward their diverse skills and perspectives to achieve common goals
• Strong communication skills, written and verbal
• A proven ability to enter incident escalations and defuse situations where partners and/or customers may be dissatisfied
• Ability to manage accountability and maintain a quality standard
• Ability to identify work that needs to be done while delegating or performing related tasks as needed
• Strong understanding of troubleshooting concepts as well as an understanding of cloud technologies and Pax8’s service offerings
• Ability to work and collaborate with stakeholders from other departments and vendors to meet common goals
• Proven track record leading SaaS Support organizations and the ability to leverage data-driven strategies to enhance performance and customer satisfaction
• B.A./B.S. in related field or equivalent work experience

Responsibilities

• Monitor team performance based on KPIs
• Develop, refine, and maintain support SLOs and SLAs as well as their performance
• Perform 1:1s with team leads and individual team members
• Review both individual and overall team growth and employee development
• Collaborate and align with departments related to Technical Support
• Develop and manage the onboarding and training processes for new hires
• Act as a major point in partner and internal escalations
• Collaborate with leadership to develop, optimize, and document support processes
• Develop and manage quality of service processes aimed at improving the partner experience
• Monitor and manage the team’s overall ability to successfully deliver service - based on capacity, coverage, capability, and resource availability
• Develop, refine, and manage the implementation of new products to be delivered to Marketplace Technical Support
• Ensure Marketplace Technical Support representation during Product & Engineering cadence and product discovery calls
• Act as liaison between Marketplace Technical Support teams and internal stakeholders to ensure both are meeting expectations
• Ensure teams are properly equipped with the necessary information and tools
• Facilitate ongoing training for teams
• Drive Knowledge Base content generation and creation

Preferred Qualifications

• Certification in Microsoft products and/or Services
• The ideal candidate will demonstrate expertise in creating insightful dashboards and developing key performance metrics to monitor and improve team efficiency, identify trends, and drive strategic decision-making by reporting up to leadership on achievement of KPI targets
• Deep experience in workforce management for call centers

Benefits

• Non-Commissioned Bonus Plans or Variable Commission
• 401(k) plan with employer match
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Employer Paid Short & Long Term Disability, Life and AD&D Insurance
• Flexible, Open Vacation
• Paid Sick Time Off
• Extended Leave for Life events
• RTD Eco Pass (For local Colorado Employees)
• Career Development Programs
• Stock Option Eligibility
• Employee-led Resource Groups