Technical Support Manager

Summary

Join Pearl Talent as a Technical Support Manager and become a trusted advisor for our clients, revolutionizing the construction industry with our cutting-edge SaaS solution. This full-time, remote position offers a competitive salary up to $1300 per month and flexible hours. You will be the primary point of contact for customer inquiries, troubleshooting technical issues, and collaborating with internal teams. The ideal candidate possesses excellent communication skills, technical support experience, and a growth mindset. We offer mentorship, professional development opportunities, and a global network.

Requirements

• Possess excellent written and spoken English communication skills with the ability to convey technical information clearly
• Have experience in technical support roles (L1/L2) with demonstrated expertise in troubleshooting software tools and workflows
• Be familiar with support KPIs (e.g., FRT, ART, CSAT) and have a track record of using data to improve performance
• Demonstrate confidence and professionalism when conducting video calls to address technical concerns
• Show a proven ability to take ownership of customer interactions, resolve issues independently, and avoid unnecessary escalations
• Possess strong multitasking and problem-solving abilities in a fast-paced environment
• Have a growth mindset with a drive to continually learn and improve both technical and soft skills

Responsibilities

• Serve as the primary point of contact for customer inquiries, providing timely and effective support via Slack, Intercom, or other communication channels
• Troubleshoot technical issues thoroughly and independently
• Proactively jump on video calls to provide real-time assistance, build trust, and strengthen user relationships
• Monitor and analyze support metrics (e.g., ticket resolution time, CSAT, NPS) to ensure high performance and continuous improvement
• Take ownership of the knowledge base by creating, updating, and refining FAQs, troubleshooting guides, and other resources
• Identify trends in customer feedback, collaborating with product and engineering teams to drive user-centric solutions
• Contribute to the development and optimization of support workflows and processes

Preferred Qualifications

• Have prior experience as a team lead or in a leadership role, with responsibilities including monitoring performance and mentoring team members
• Possess in-depth familiarity with SaaS products and modern support systems
• Have experience managing and enhancing knowledge base resources
• Have experience working in StartUps environments

Benefits

• Competitive Salary: Up to $1,300 per month
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance