Technical Customer Support Manager

The Technical Customer Support Manager will play a pivotal role at XperiencOps, Inc., tasked with the stewardship of our technical customer support operations. This 100% onsite position, based in the East Bay, CA, is tailored for an individual who boasts not only a robust technical proficiency but also excels in customer communications. The right candidate will possess extensive experience with Jira Service Desk, embodying advanced user or administrative skills, and a broad understanding of IT operations. While direct responsibilities do not solely focus on device lifecycle management, employee onboarding and offboarding processes, and automations, knowledge in these areas will be pivotal to thriving in this role.

Requirements

• Direct leadership of the 24x7 technical customer support team, guaranteeing top-tier support and customer satisfaction from our East Bay office.
• Management of Jira Service Desk, optimizing configurations, workflows, and automations to improve support operations.
• Strict maintenance of SLA metrics for response and resolution times, ensuring top performance standards.
• Close collaboration with the engineering team to facilitate the timely resolution of technical issues, maintaining open and effective communication to resolve customer tickets.
• Acting as a liaison between customer support and engineering leaders to ensure a seamless flow of information and prompt resolution of issues.
• Proactive customer ticket status updates to ensure transparency and maintain customer satisfaction.
• Escalation of unresolved tickets or those not receiving adequate attention from the engineering team to senior management.
• Creation and analysis of Jira reports to monitor team performance, identify trends, and strategize on improvements.
• Training and mentoring of support team members to boost their technical and customer service skills.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field.
• Over 5 years of experience in technical support or customer service, with a significant portion in a leadership role.
• Expert proficiency in Jira Service Desk as a user or administrator.
• Exceptional communication skills, with proficiency in articulating complex technical concepts in an accessible manner.
• Demonstrated capability to adhere to and manage SLAs and collaborate effectively with engineering teams for issue resolution.
• Proven experience in generating and interpreting reports from Jira or similar platforms.
• Established leadership skills with a track record of building and guiding high-performing teams.
• Strong problem-solving abilities and resilience under pressure.