Mgr. Technical Support

Overview

We are seeking an experienced and driven Technical Support Manager to lead and oversee our Tier 1 and Tier 2 support teams. In this role, you will ensure customer satisfaction by managing the resolution of incoming customer inquiries, issues, and requests. You will inspire and guide the Tier 1 team to deliver exceptional front-line support and empower the Tier 2 team to excel in technical issue resolution. By fostering seamless collaboration with Engineering, you will address bugs swiftly, implement process improvements, and deliver insightful reporting. Your leadership will cultivate a high-performing, collaborative culture that prioritizes customer satisfaction and operational efficiency.

 

As part of the HR Acuity team we encourage you to #BeBold and try new things. We provide the tools you need to #WorkSmarter so that we can be #BetterTogether. If being part of the growth story in a start up environment excites you we'd love to chat! 

 

About Us: HR Acuity® is the leader in employee relations and investigation solutions. At our core, we help organizations standardize how employee-related events are investigated, documented, and reported. Our disciplined and predictive approach to managing workplace issues helps our clients/partners build trusted, inclusive cultures where employees feel safe.  

Why work here? Working at HR Acuity® means being part of an inclusive, diverse culture. You’ll work alongside people who are passionate about thinking creatively, acting quickly and letting the best ideas drive innovation for our Fortune 500 clientele. 

 

Fair Culture Warning:

This is an “All-in Zone”.  Everyone from our woman-owned CEO and founder to each individual team member embraces our #All-in mindset. We stop at nothing to hit our goals and move at a speed to keep pace with the rapdily evolving employee relations landscape, but don’t worry, we like to have a lot of fun doing it.  If this sounds like you keep reading… 

 

Click here to learn more about our values and benefits

 

Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.

The Opportunity

Team Leadership and Management

• Inspire and guide the Tier 1 Support team, ensuring exceptional front-line customer interactions.
• Lead and empower the Tier 2 Support team, driving excellence in back-end, technical issue resolution.
• Set ambitious performance metrics, conduct regular reviews, and ensure team members consistently exceed goals.
• Cultivate a collaborative, high-performing culture that prioritizes customer satisfaction and operational efficiency.

Customer Support Operations

• Oversee and optimize the intake, triage, and resolution of customer inquiries, ensuring timely and effective responses.
• Establish and refine support processes, workflows, and best practices to enhance team efficiency.
• Handle escalations with urgency, ensuring complex issues are resolved promptly and effectively.

Collaboration with Engineering and Process Improvement

• Partner closely with the Engineering team to report and resolve bugs and other technical issues swiftly.
• Collaborate on the development of tools, documentation, and automation to streamline support processes.
• Provide valuable feedback and insights from customers to inform product improvements and feature development.

Data Analysis and Reporting

• Develop and maintain robust reporting frameworks to measure team performance and customer satisfaction.
• Analyze support trends to identify opportunities for process or product improvement.
• Present actionable insights and recommendations to leadership, driving continuous improvement.

Qualifications

Qualifications

 

• Experience: Min of 5 years of experience in technical support (5-7 years preferred), with minimum of 3 years in a leadership or managerial role (3-5 years preferred).
• Industry Experience: Experience in a fast paced SaaS environment. 
• Technical Knowledge: Strong understanding of customer support tools, workflows, and back-end troubleshooting.
• Communication Skills: Excellent verbal and written communication skills with the ability to