Senior Manager, Support

We’re changing the way people connect to social care. 
At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers. Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.
As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.
Our Support team (Tier 1 & 2) proactively helps internal and external stakeholders with platform and workflow needs, identifying root causes and scalable solutions. Collaborating with Customer Success and R&D, they offer rapid support for issues, advancing our mission to connect people and services with dignity and ease. Tier 1 (Help Desk) uses multi-channel tools for direct user engagement, aiding Customer Success. Tier 2 comprises highly knowledgeable Product Support engineers handling complex configurations and investigations. This structure ensures coordinated communication, meeting urgent customer demands.
We seek a technical, operational leader with a player-coach mindset, passionate about precision. As Senior Manager, you'll lead the Support team, frontline in technical implementations, issue investigations, and code changes, aligning with our mission to help people in need. You'll partner with Customer Success leadership on issue management and operational improvement, and advise R&D on support plans for new features, tooling, and strategies. 

Responsibilities and Duties:

• Team Leadership & Development:
• Lead and develop a team of Tier 1 and Tier 2 analysts and engineers.
• Cultivate a culture of continuous improvement, fostering individual growth and career advancement for team members.
• Technical Issue Resolution & Support:
• Collaborate closely with the Customer Success and R&D teams to quickly and completely troubleshoot and resolve technical issues to deliver results for platform users and our customers. 
• Externally, act as the leader of the Support function for necessary customer or sales executive discussions.
• Operational Excellence:
• Effectively communicate and coordinate with cross-functional stakeholders during investigations and escalations.
• Manage work queues and drive projects to efficient resolution across the team.
• Develop and implement operational process improvements within and cross-functionally to enhance responsiveness and turnaround times for customer issues and investigations.
• Effective internal and external operational report outs
• Process Improvement & Automation:
• Improve processes by developing tools and automations to enhance turnaround times, streamline handoffs, and monitor quality.

Qualifications:

• 10+ years of experience working in technical support with direct customer interaction
• 7+ years of experience leading support teams and operations
• Experience managing a service management system through Jira, Zendesk, or similar platform
• Current Python/SQL experience (or related skills with the ability to ramp up quickly)
• Excellent written and verbal communication skills
• Familiarity with Jira, Git, and/or Google Cloud Platform a bonus!

Additional Competencies:

• Experienced Leader: You lead by example and take initiative in guiding your team to success and supporting the well-being and careers of your team members.
• Tenacious Problem Solver: You take pride in thinking critically and coordinating your team to get to the root cause of tricky technical issues and investigations.
• Proactive Communicator: You're comfortable smelling smoke and escalating issues to cross-functional leadership teams, provide proactive updates on your highest priority work, and can coordinate retrospectives amongst different teams.
• You thrive in ambiguity: You're not afraid of researching stuff you don't know about. This assures you punch above your weight class — ability may be far greater than experience.
• Independent: You’re comfortable working with mini