Technical Support Manager

New

Skills

Coaching and Mentoring Communication Skills Cross-Functional Collaboration Customer Service Performance Metrics Analysis Problem Solving Root-Cause Analysis Team Leadership Technical Support Management Zendesk

As a Manager of Technical Support, you will lead a team of specialists in resolving complex customer issues from start to finish. Your role involves monitoring key metrics and translating data into actionable coaching decisions while fostering a positive team environment.

Key Responsibilities
  • Lead and manage a team of Technical Support Specialists to ensure efficient resolution of customer issues.
  • Monitor customer satisfaction metrics (CSAT), quality assurance (QA), and ticket resolution performance.
  • Conduct regular one-on-one coaching sessions and performance reviews with team members.
  • Facilitate team meetings to align daily operations with overall business goals.
  • Identify recurring issues in support tickets and advocate for root-cause fixes with relevant teams.
  • Collaborate with cross-functional teams to resolve issues and influence support workflows.
  • Available for on-call support during weekends and holidays as needed.
Required Skills & Qualifications
  • 5+ years of experience in Technical Support, with at least 2 years in a management role.
  • Proven track record of leading a customer-facing team at a senior level or above.
  • Experience with Zendesk or similar support ticketing systems.
  • Exceptional customer service skills, with an empathetic and solutions-focused approach.
  • Outstanding written and verbal communication abilities.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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