Manager, Technical Support

Company Overview:

At Sweed, we’ve created a platform that helps cannabis retailers manage everything in one place. From point of sale and e-commerce to delivery, analytics, marketing, and inventory management, we simplify day-to-day operations so businesses can focus on what’s important to them.

Job Summary:

As a Manager of Technical Support at Sweed, you'll be the key to ensuring our Technical Support teams are effectively supporting our clients and ultimately happy with their employee experience, as these things go hand-in-hand. You'll work closely with teams and individual contributors, serving as their direct manager and overseeing team activity to ensure KPIs/SLAs are met. Balancing live support analysis with trend identification, employee satisfaction, and continued growth will be primary focal points of this role.

Location and Working Hours:
This is a fully remote position with flexible hours. You can start your day anytime between 7 am and 10 am EST, and it’s an 8-hour workday, giving you the flexibility to create a schedule that works best for you.

Responsibilities:

• Analyze and offer feedback on live support.

• Redirect and answer technical questions of various natures.

• Assist with IC goal setting and progress analysis.

• Offer feedback on wins and areas for improvement, without holding back on critical conversations when a negative trend is identified.

• Work cross functionally to continue to push the most challenging technical issues along, when the path forward is initially complex.

• Collaborate with cross-functional teams to address and solve technical challenges.

• Present regular updates on team performance to leadership.

• Suggest process improvements/changes as identified.

• Lead regular team meetings.

• Manage active support queue/schedule.

• Work with various stakeholders to gauge team progress and suggest process changes as needed.

Required Qualifications:

• Prior experience in customer service or retail operations.

• Experience using a point of sale system.

• Experience supporting a complex technical product.

• Passion for adopting/using new technology.

• Experience leading a team to accomplish complex shared goals.

• Excellent communication skills (English).

• Experience offering feedback on sensitive matters to direct reports.

Desired Qualifications:

• Prior experience working in the cannabis industry.

• Prior experience working in SaaS.

• Experience supporting a point of sale system.

• Technical certifications.

Benefits:

• Medical, dental, vision, and other health insurance options.

• Paid parental leave.

• Paid company observed holidays.

• Generous paid time off.

Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.