Remote Manager, Technical Support

Summary

Join our team as a Technical Support Manager and lead the Technical Support Team in delivering exceptional customer experiences. As a senior leader, you will be responsible for recruiting, coaching, performance management, and service delivery across phone, chat, portal, and email channels worldwide. You will partner with product, engineering, and implementation teams to solve customer problems and champion a world-class customer experience.

Responsibilities

• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations
• Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations
• Coach team members and foster a culture of inclusion and commitment to personal and professional growth
• Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals
• Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate
• Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases
• Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction
• Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution
• Assist the cross functional team to integrate new company acquisitions into standard support processes
• Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements
• Arrange your team to provide timely updates to internal and external documentation, including processes and training resources
• Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates)
• Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner