Deputy is hiring a
Senior Manager Technical Support, Remote - Worldwide

Summary

The job is for an exceptional Technical Support leader at Deputy, a global SaaS workforce management company. The role involves leading the Escalated Support team, driving continuous improvement, responding to escalations, developing strong relationships with product and engineering teams, and more. The candidate should have previous experience as a Technical Support Manager and be comfortable working in both functional and technical environments.

Requirements

• Previous experience as a Technical Support Manager; at least 8 years of experience in an advanced customer support role or equivalent is preferred
• Comfortable working in both functional and technical environments; high level of confidence to learn new solutions quickly
• 4 years of experience with leading teams as a high performer
• Experience with dealing with direct customer escalations
• Customer first attitude with a history of going above and beyond customer expectations
• Excellent attention to detail
• Ability to talk to customers of varying technical levels, from a wide range of industries
• Willingness and want to share skills and knowledge
• You have demonstrated the ability to identify root causes and implement corrective actions to build long term customer loyalty
• Understanding of Support data including use of CSAT, First Response and Resolution times, Cost per conversation, and other KPIs
• Ability to diagnose, troubleshoot, and provide solutions for a broad range of problems
• Ability to work efficiently and reliably with minimal supervision
• Experience with common support tools such as Intercom, Zendesk and Jira

Responsibilities

• Building a high-performing, world class support team
• Day-to-day leadership of the Escalated AMER Customer Support team
• Driving continuous improvement by updating internal processes and implementing best practices through timely feedback, weekly 1:1 meetings and team building
• Respond to Escalation issues raised by our customers
• Reviewing SLAs and SLTs for Escalated Support
• Ensuring the team has the training, coaching, and the tools necessary to improve customers’ experience in their interactions with Support and to be highly-skilled and effective problem solvers
• Develop strong relationships with the Product and Engineering teams to maintain the voice of the customer
• Provide insights to our product teams to help improve the Product
• Remain knowledgeable and up-to-date on Deputy releases
• Contributing to ongoing strategies that help scale and grow Support
• Manages a portfolio of Support projects, ensuring coordination of shared resources, common activities, and other dependencies across projects
• Supporting the development of internal documentation and knowledge sharing
• Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues

Benefits

• Employee Stock Ownership
• Competitive Compensation Packages
• 401k Company Match
• Comprehensive Health Benefits
• Commuter Reimbursement Program
• Flexible Work Schedule