Manager, Tech Support

The Manager, Technical Support, oversees a team of technical support specialists in a call center environment.  Primary mission is ensuring exceptional customer satisfaction and service quality. This role is responsible for daily departmental operations, establishing and maintaining policies and service procedures, ensuring proper phone coverage, and customer relations standards. The manager also serves as a subject matter expert with sales and operations teams. 

Key Responsibilities:  

• Lead and develop a technical support team with expertise in automotive locksmithing, focusing on key programming within our customer ecosystem. 

• Respond to customer inquiries real time and resolve complex customer issues. 

• Lead ongoing enhancements within programs, emphasizing advancements in programming technology, and automotive keys to support overall customer satisfaction. 

• Foster strong, long-term relationships with key customers and advocate for their needs. 

• Analyze call volumes and trends to ensure optimal staffing, including evenings and weekends, as required.   

• Provide call log data and trend analysis to meet business and partner requirements. 

• Collaborate with vendors and internal teams to coordinate customer repairs. 

• Monitor calls, mentor staff, and address performance issues effectively. 

• Set team goals, track progress, and compile performance reports. 

Education and Experience Required:

• Bachelor’s degree is highly preferred  

• 10+ years of experience in technical support or customer service is required 

• Automotive keys technology is a plus 

• Proficient in computer software systems including MS Office and MS Excel 

• Working knowledge of NetSuite, Salesforce, and BigCommerce 

Preferred Skills and Abilities:

• Experience in technical support and/or automotive and/or locksmithing 

• Call Center management 

• Exceptional leadership and team management skills 

• Excellent verbal and written communication skills 

• Have a positive and professional demeanor with the ability to work well under pressure 

• Ability to use critical and creative thinking to identify and resolve complex problems 

Job Type: Regular Full-Time

Expected Hours: 9:00 am - 6:00 pm

Salary Range: $80,000 - $95,000

Comprehensive benefits package offered.

Must be authorized to work in the United States on a full-time basis