Manager of Technical Support, T1 (US)

The Manager of Technical Support, T1 will build highly-collaborative and scalable teams, processes and assets that enable both customers and employees to succeed. Reporting to the Director of Technical Support, you are responsible for managing the day-to-day operations of our exceptional T1 Technical Support Team - providing vision, strategy, coaching and tactics to improve the customer experience and build team loyalty. This role is responsible for overall structure of the team, assessing resource needs, hiring/training, as well as tracking and responding to ticket SLAs and deliverables of the team.

What you’ll do:

• Drive a motivating and rewarding culture for diverse and inclusive teams.
• Focus on the team’s continuous improvement where new ideas and solutions are encouraged and implemented.
• Monitor day to day support and client interactions in Salesforce Service Cloud.
• Manage and understand data around incoming case volume
• Lead the evolution of support policies and procedures.
• Coach support specialists and team leads to help them achieve personal and professional goals.
• Work with Director to establish, refine and review ongoing KPIs.
• Maintain a flexible schedule to assist and meet with international team members as needed.
  

Additional Responsibilities:

• Hiring
  • Serve as Point of Contact to our Talent team throughout the hiring process
  • Review incoming applicants, conduct initial phone screens and lead panel interviews.
  • Determine final hire in conjunction with Director
• Staffing
  • Manage daily staffing schedules to ensure coverage across time zones
  • Manage and approve PTO
  • Manage and delegate daily tasks/projects
  • Work in conjunction with QA program manager to ensure quality standards are met.
• Communication
  • Monitor internal slack queues to ensure team is receiving help as needed.
  • Disseminate knowledge from & across internal & external teams.
  • Conduct 1:1 meetings with Leads (weely) and TSS (bi-weekly) to discuss current/upcoming projects, current progress to goals & individual growth plans
  • Attend external team meetings as needed
  • Perform Annual Review for Leads and TSS specialists
  • Ensure TSS are provided with the technical, procedural and educational resources they need to meet goals and objectives
  • Serves as a point of contact for escalated cases.

About You:

• You have a high level of personal and work integrity.
• You are highly collaborative and a natural coach who can always see the big picture.
• You are passionate about customer service and place the needs of the customer first.
• You excel as a communicator, both verbally and written, with strong problem solving skills.
• You are innovative, seeing alternative paths to success.
• You enjoy learning how to use new pieces of technology and teaching others how to as well.
• You have an understanding of front-end web technologies.

Requirements

• US Based
• 5+ years in a SaaS customer-facing support role.
• 3+ years managing a team of 7+ SaaS Customer Service team members in a 24/5 multi-channel environment. .
• Remote employees are required to have reliable and secure internet access.
• Experience in Change Management

• Experience leading in a remote team.
• Experience in administering a ticketing system (Service Cloud, Zendesk, etc)
• Familiarity with Salesforce
• Flexibility to work regular evening hours to provide support to all of your team members across shifts and time zones.

Benefits

FormAssembly offers several benefits that help to facilitate a healthy team, personal growth, and a work-life balance, all of which contribute to creating a more engaged and passionate workforce.

• Health benefits (health, dental, vision) for team members based in the United States
• Company-paid life and disability insurance
• 401(k) with 4% company match for team members based in the United States
• Unlimited paid vacation and 10 company holidays
• Flexible work schedule
• 16 weeks of Paid Parental Leave
• Charitable contribution match
• Budget for professional development
• Company provided Mac laptop

You'll be joining a talented and fun team, working together to build something great!

Compensation: $75,000-$80,000