Manager, Technical Customer Support

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better.  

We’re looking for a Manager, Technical Support to help empower our Customer Support team to do their best work and make Webflow the best product possible. 

About the role 

• Location: Remote-first (Pacific Standard TimeFull-time
• Exempt status
• Our cash compensation amount for this role ranges from $112,000-$154,000 for most US locations and $124,000-$171,000 for US locations with a higher cost of labor. All figures cited above are in $USD and pertain to workers located in the United States. Pay is based on several factors including market location, and may vary depending on job related experience, knowledge, qualifications, and skills.
• Reporting to the Senior Manager, Technical Support 

As a Manager, Technical Support, you’ll … 

• Manage a remote team of Technical Support Specialists ranging from entry level to staff level. 
• Lead, mentor, and inspire a remote team to deliver on their performance goals. 
• Set clear expectations for the team, tracking progress and providing constructive feedback to improve individual and team performance. 
• Ensure the team delivers in alignment with the company’s strategic goals and initiatives.
• Effectively allocate resources to meet established schedules and objectives.
• Develop and implement effective strategies and processes to ensure timely and accurate resolution of technical escalations.
• Help customers in support queues, file bugs, troubleshoot issues and collaborate with the team to provide an excellent customer experience.
• Handle escalated customer inquiries or issues, ensuring a high level of professionalism and effective resolution.
• Advocate for our customers and work closely with the team and manager to find areas of improvement within our product and services.
• Successfully recruit and grow a high performing team in partnership with Global Customer Support leadership.
• Implement new and improved Customer Support processes across the areas and teams that they lead. Ensure that the team has all resources needed and proactively remove roadblocks for the team.
• Effectively set and maintain a consistent customer-centered mindset for the team and lead the team to identify, explore and appropriately prioritize innovative customer solutions that can truly improve the product and customer’s experience.
• Cultivate a positive and inclusive team culture that encourages collaboration, growth, and innovation.
• Collaborate with the Global Customer Support leadership to provide management coverage during Pacific Time hours and holiday/refresh periods, ensuring the team maintains the highest levels of customer support at all times.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About You

You’ll thrive as a Manager, Technical Support if you:

• Have a deep understanding of managing remote teams in the SaaS space or via a remote environment.
• Maintain frequent communication with engineering teams to maintain awareness of issues or changing processes/standards, including incidents and escalations.
• Embody servant-leadership by identifying and advocating for resources needed by the team, by being an empathetic coach, by identifying growth opportunities for their team and your desire to amplify others.
• Have strong analytical and problem-solving skills to address complex technical issues for all our customer base
• Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
• Have excellent organizational skills to manage team workflows, prioritize tasks, and oversee multiple concurrent projects.
• Have experience with digital tools such as Zendesk, Stripe, Atlassian (Jira, Confluence) and are able to learn new digital tools quickly and have a deep understanding of web technology or web architecture.
• Have a core and practical understanding of HTML, CSS, JavaScript, Responsive design principles,site performance optimization, DNS, TLS and Third-party integrations
• Bonus po