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Technical Support Manager
A company is looking for a Manager, Client Technical Solutions to lead their Technical Support and Customer Support teams. Key Responsibilities Oversee daily operations of Technical Support & Customer Support teams, ensuring timely resolution of customer issues and adherence to SLAs Develop and implement support strategies, workflows, and documentation to enhance efficiency and service excellence Monitor key performance metrics and drive continuous improvement in customer service and technical support processes Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience) 5+ years of experience managing a technical support team or customer care operation, preferably in SaaS, energy, or eCommerce Proven ability to develop and optimize support workflows and knowledge bases Experience with customer support tools (e.g., Zendesk, Salesforce, Jira, Intercom) and CRM systems A collaborative leadership style that motivates teams and builds trust
A company is looking for a Manager, Client Technical Solutions to lead their Technical Support and Customer Support teams.
Key Responsibilities
Oversee daily operations of Technical Support & Customer Support teams, ensuring timely resolution of customer issues and adherence to SLAs
Develop and implement support strategies, workflows, and documentation to enhance efficiency and service excellence
Monitor key performance metrics and drive continuous improvement in customer service and technical support processes
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
5+ years of experience managing a technical support team or customer care operation, preferably in SaaS, energy, or eCommerce
Proven ability to develop and optimize support workflows and knowledge bases
Experience with customer support tools (e.g., Zendesk, Salesforce, Jira, Intercom) and CRM systems
A collaborative leadership style that motivates teams and builds trust
