Technical Support Manager - Customer Experience

Team Management: 

• Lead a geographically dispersed workforce across various software products
• Cultivate a collaborative, ever-evolving culture rooted in trust
• Assemble a high performing team, nurturing employee motivation and integration, and promoting continuous learning, development, and excellent customer 
  experiences
• Oversee work efforts, mentor team members, and provide guidance to foster success and growth

Customer Experience:

• Champion innovative and competitive customer experience support strategies by introducing fresh ideas and technologies that elevate the customer experience and position the team as a leader in the industry.
• Oversee Quality Assurance programs, ensuring consistent service excellence through performance monitoring, coaching, and continuous process improvement.

Resource Planning:

• Manage workload distribution, proactively addressing obstacles and collaborating with other departments to ensure effective ownership and progress
• Conduct regular reviews to evaluate team capacity and provide recommendations for scaling up or down 

Collaboration:

• Work closely with cross-functional teams, including Product, Developers, Functional and Business Analysts, to ensure that business requirements are 
  fulfilled through technically robust solutions
• Collaborate with business leaders to gain insights into upcoming needs and provide visibility into both short-term and long-term strategies 

Escalations Management:

• Serve as the primary points of escalation for inquiries from senior members of the Technical Support teams related to the support services provided by the teams
• Work closely with internal teams to address escalations, or escalate further if necessary
   

Other responsibilities:

• Define clear goals and prioritize tasks
• Proactively mentor and support personal growth
• Engage in collaborative discussions, meetings, and process improvement initiatives with fellow Supervisors and Managers.
• Manage relationships with outsourced support partners, ensuring alignment with internal standards, seamless integration, and high-quality customer interactions.

• Education at degree level or equivalent work experience. Bachelor's degree in business, computer science, Information Technology, or related technical discipline preferred.
• 3+ years of leadership experience in people development, with responsibility for performance, reviews, guiding and mentoring team members to achieve and exceed 
  operational goals
• Proficiency in conducting crucial discussions and implementing corrective measures as needed
• 5+ years of hands-on experience troubleshooting various complex software applications
• Strong Technical Support experience interfacing with external and global customers
• Experience communicating highly technical concepts to a non-technical audience
• Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success
• Demonstrated ability to learn new technologies and products while maintaining high levels of performance in a high-pressure environment
• Demonstrated interest in and aptitude for supporting and leading multiple products across various technical platforms
• Strong communication, both written and verbal
• Highly motivated and task-driven, demonstrating a strong sense of self-accountability
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
• Ability to work consultatively and cross-functionally to identify and implement process and technology improvements
• Ability to quickly grasp new concepts, plan work and execute projects in a fast-paced environment
• Change Mindset: contribute to and actively participate in change initiatives, offer ideas for continuous improvement

Total Rewards:  We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $100,000 to $130,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 20% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

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