Technical Support Manager

About Us

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.

Every person here is a key player in our success.  We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.
 

Job Description:

The role: 

The Technical Support Manager will be responsible for maintaining progress against our technical service strategic initiatives and ensuring the team delivers against identified continuous improvement initiatives, while establishing and developing relationships with critical stakeholders in our global organization and maintaining exceptional KPI performance.  The relevant teams under our technical service umbrella include but are not limited to field service, dispatch, and technical support.  

What you’ll do: 

Primary Responsibilities:  

• Directs management responsibilities for all designated resources, team objectives, morale, and culture.

• Motivates the team to deliver exceptional customer experiences.  

• Oversees team’s adherence to time keeping protocol.

• Ensures your team is armed with the tools and resources they need to help customers through each new product release or optimization.  

• Iteratively invest in customer support excellence.  

• Defines and tracks KPIs for Customer Support teams with focus on driving results. Communicates outcomes, analysis, and improvement areas to the broader leadership group. This includes maintaining a platform where daily performance is shared with the team. 

• Facilitates daily reviews of high-profile customer escalations with the intent to root cause and mitigate future occurrences.  

• Develops, implements, and measures an ongoing quality assurance program that considers all customer touchpoints within technical support.  

• Works strategically with Support Operations and other Customer Support Managers to maximize customer outcomes and improve team efficiency through data-driven experimentation.  

• Supports global technical support team as Hydrafacial deploys the US technical support model to other markets around the globe.  

• Develops knowledgebase of issues and solutions to maximize efficiency and information sharing.   

• Implements learning / training strategy for both new hires and current staff.  

• Is available as an escalation point should a customer or staff member require further support. 

• Participates in an on-call rotation triaging high severity support requests after hours. 

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