WHAT YOU’LL DO

As a Senior Manager you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers. You will be directly managing a team of individuals and leaders, with plans to hire additional team members as our business continues to grow. You will be responsible for interviewing, hiring, training, growing and retaining employees. You’ll also focus on planning, assigning, and directing their daily work activities. You will coach and lead employees and will encourage employee contribution. You will be responsible for 1:1s, goal setting, feedback, and career development planning for your team.

A big part of your role will be to help implement our global processes across the team to ensure world-class support to our customers. You’ll also take responsibility and pride in helping to grow and develop the amazing support team members across the region. You will act as a regional escalation manager for critical issues, ensuring they get resolved quickly and successfully through a coordinated, process-driven approach.

WHO YOU ARE

You have previous team lead experience or have directly managed a team. People say you’re a great communicator and top-tier problem solver. You have exemplary written and verbal communication skills with unparalleled follow-up skills. You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help. You look for every opportunity to make things better and you’re all about the team. You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day. You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too. You enjoy leading the charge, helping others to achieve their best. You thrive in fast-paced, pressure-intensive situations and are able to lead by example for your team.

WHAT YOU HAVE

• 3-5 years experience in management overseeing a technical support organization, which supports complex technical products (preferably a SaaS B2B support team)
• Experience handling complex, time-sensitive technical support issues
• Amazing people management skills - known for being a great leader
• Excellent written and spoken communication skills coupled with a customer-centric attitude
• An aptitude for building a growth-oriented, supportive culture within the team
• Experience working with decentralized organizations in which your partners and teammates are located outside of your own regional location and timezone
• Ability to manage critical customer-facing escalations and communicate effectively to internal and external stakeholders until the issue is fully resolved
• Attention to detail that allows for documentation of work and the following of process that allows for standardization across our Global teams
• Prior experience with hiring and onboarding new team members with applicable skills to grow, scale a team and retain talent
• Has a knack for synthesizing complex ideas and communicating them in a way others can easily understand
• Strong knowledge of case management processes (Issue Resolution Process, Escalation Management, Knowledge Centered Support)
• Immense experience of Case Management tools like Salesforce, Zendesk or similar CRM ticketing systems
• Bonus:
  • Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
  • Programming skills (Ruby, Mongo, JavaScript, etc.)