Technical Customer Support Manager

Summary

Join JumpCloud® as a Technical Support Manager and lead a global team of Customer Support Engineers. You will oversee daily operations, coach and develop your team, and drive performance improvements. This role requires experience managing technical support teams in a SaaS environment, strong communication skills, and data-driven decision-making abilities. You will be responsible for managing Tier 1, Tier 2, and Tier 3 support, collaborating with other teams, and ensuring a world-class customer experience. The position is fully remote, offering flexibility and the opportunity to work with a passionate and talented team. JumpCloud® is committed to building connections and fostering a supportive work environment.

Requirements

• 4+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
• 7+ years in a technical role supporting IT products
• 1+ years managing a fully remote team
• Ability to multitask and pivot when necessary in a fast-paced environment
• Excellent communication skills and customer facing abilities
• Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers
• Technical degree or relevant professional experience
• Ability to make data-driven decisions in line with strategic initiatives
• Experience motivating high performing teams, building technical support teams, and retaining top talent
• Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities

Responsibilities

• Provide day-by-day management for Tier 1, Tier 2, and Tier 3 Support Engineers including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2 and Tier3
• Analyze data to drive performance and eliminate friction points for customers
• Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
• Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email
• Collaborate with other Support Managers to ensure an optimal customer experience
• Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management
• Strive for constant improvement through processes that increase efficiency and consistency for global case responses
• Develop and execute on key objectives tied to company goals
• Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
• Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product
• Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
• Coach and develop support engineers through highly effective 1-1s and growth plans
• Monitor customer satisfaction via customer surveys, escalations to management, and and performance dashboards
• Using AI to enhance you and your team’s productivity
• AI Prompt Engineering skills
• Coaching your team to take advantage of AI assistance in completing their job duties

Preferred Qualifications

• Experience managing remote teams and managing teams in a 24X7 environment
• Familiarity with IT Services, IAM and DaaS

Benefits

Remote work