Manager, Technical Support
Outreach.ioAbout the role
About the Team
We are seeking an exceptional support manager, with demonstrable experience building teams, career pathing, leading through change and high growth companies as well as passion for the customer and of course, a sense of humor and ability to build a team everyone wants to work with. Reporting to the Director of Global Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways support can enhance customer experience.
The Role
This Manager is accountable for building and leading a team of Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
Location: This person will need to work PST hours regardless of location.
Your Daily Adventures Will Include
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Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams
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People management responsibilities, including recruiting, career development, performance management
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Identify patterns and trends in tickets to resolve issues holistically
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Manage daily incoming workload and backlog
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Work directly with customers on escalations, manage expectations, internal and external communication and be a resource and guide for TSEs ensuring an optimal and timely resolution.
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Root cause analysis
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Advocate/manage needed changes in product
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Manage to KPIs, including quality, process and procedures
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Lead the TSE team in mentoring and coaching the rest of the Support team
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Partner with engineering and product management to manage critical situations and incidents proactively and reactively
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Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
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Champion customer issues within the organization to build the best customer experience
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