Senior Manager, Customer and Technical Support

Summary

Join Certn, a fast-growing global technology company revolutionizing background screening, as a Senior Manager of Customer and Technical Support. This strategic leadership role focuses on optimizing the performance and scalability of global support operations. You will set strategy, influence cross-departmental priorities, and ensure support insights inform product development and customer success. The position involves driving team engagement, managing team objectives, collaborating with other teams, and making key decisions on resource allocation and team structure. You will also enhance self-serve resources, analyze support volume drivers, improve internal tooling, and resolve client escalations. This role requires a proven track record in customer service, experience with SaaS support tooling, and strong leadership and communication skills.

Requirements

• Proven track record of being adaptable to change and delivering great customer service in ambiguous or complex environments
• Comfortable with technology and familiarity with tooling used in SaaS companies to complete actions related to Customer Support (CRMs and ticketing software such as Zendesk, Intercom, Hubspot, Atlassian products, etc.)
• Hands-on experience with SQL for data analysis and reporting
• Proficient in diagnosing and resolving API issues
• Experience implementing and configuring support tooling
• Comfortable setting performance targets and objectives for direct reports
• Comfortable managing employee expectations and resolving issues
• Ability to learn and pick up new information and interpret client requirements quickly
• Comfortable working with incomplete information and teasing out solutions
• Experience leading Tier 2 or Escalated Support teams
• Experience driving product changes in a SaaS environment
• Experience in AI training and conversational design
• Previous experience implementing and managing Support tooling
• Strong personal communication skills
• Strong work ethic, with the desire to ‘roll up sleeves’ and get the job done

Responsibilities

• Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance
• Set, manage, and adjust team objectives for direct reports, ensuring alignment with Certn and customer goals
• Oversee a comprehensive performance management strategy, including QA processes and service level objectives
• Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations
• Ensure that the support function is fully integrated with Certn’s go-to-market initiatives
• Lead the team in establishing consistent processes to resolve client and applicant issues
• Make decisions on resource allocation and team structure to meet performance targets and maintain 24/7 global coverage
• Empower the team to resolve support queries across all channels, adhering to Certn’s Legal and Compliance SOPs
• Make day-to-day decisions on resource allocation, tool management, and team structure to ensure alignment with and the achievement of performance targets, 24/7 global coverage, and to meet the evolving needs of Certn
• Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation
• Collaborate with Product to identify, analyze, and report on key support volume drivers, maintain detailed records and make recommendations for reducing and mitigating future support volume
• Collaborate with Product to improve internal tooling and platform efficiency
• Collaborate with clients and the Product team to streamline and resolve API integration issues
• Implement tooling and process changes to automate repetitive support inquiries and improve support efficiency
• Support high-level client escalations by troubleshooting and resolving technical issues impacting clients and applicants

Benefits

• Work from home allowance
• Full IT equipment will be provided
• 4 weeks vacation
• 12 wellness days
• Health spending account/ benefits / etc
• Work from home set-up allowance