Senior Manager, Technical Support

Summary

Join Recast Software as a Senior Manager, Technical Support and lead a team of engineers, improving support processes, and driving strategic initiatives. You will be responsible for team development, metric management, onboarding, and project delivery. The ideal candidate is a strategic leader with a data-driven approach, excellent communication skills, and a passion for optimizing processes. This role requires extensive experience in technical support and team management. Recast offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 7+ years of relevant work experience in customer facing technical support roles
• 3+ years of experience managing a highly functioning and growing support team
• Based in Eastern or Central Time Zones

Responsibilities

• Lead a growing team of Technical Support Engineers distributed across North America. Investing in professional development and career growth while building a culture of curiosity, empathy, and excellence
• Develop, report, and manage to metrics to evaluate the Customer Support team's goals of excellent, valuable, and timely customer support
• Own onboarding, training and enablement for the Technical Support team on products, processes, and technology
• Deliver ongoing projects to provide customers with the information they need and the support they expect
• Accelerate the maturity of the Technical Support team by identifying, diagnosing, resolving, and automating operational frictions across the team
• Create and execute the Technical Support strategy, defining project plans and communicating milestones and risks to Customer Experience leadership
• Serve as the Voice of the Customer to shape development priorities with Product and Engineering leadership to deliver a world class technical experience to our customers
• Own customer escalations and collaborate across the organization to bring solutions to customers

Preferred Qualifications

• Strong problem solving skills. A drive to discover what's not working and motivation to fix it
• A focus on data and processes. Consistently moving towards understanding what's happening and optimizing what's next
• Excellent communication skills across mediums and audiences
• Comfortable using and managing support systems like Salesforce
• Working knowledge of Microsoft Configuration Manager (SCCM) and Windows desktop and server operating systems

Benefits

• The salary range for this position is $100,000-$140,000. Additionally, cash compensation for this role includes 10% annual discretionary bonus potential. Salary may vary based on experience, skills, and geographical location
• Medical, dental, and vision
• FSA or HSA with company contributions
• Employer paid STD, LTD, AD&D and life insurance
• 401k with 4% employer match
• Work-life balance, flexible time off, and remote work options
• Parental leave