Technical Support Manager

A company is looking for a Manager, Technical Support.

Key Responsibilities

Cultivate a positive team culture focused on continuous improvement and exceptional customer results

Mentor and manage a team of Technical Support Associates, fostering a culture of learning and accountability

Develop and execute support enablement programs, ensuring effective onboarding and training for technical expertise

Required Qualifications

3+ years of experience managing a Technical Support or similar customer-facing team in a B2B SaaS environment

Demonstrated success in managing operational performance using SLAs and key KPIs

Proven ability to motivate a team in a fast-paced, high-growth setting

Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk)

Experience in analyzing support metrics to drive strategic improvements