Sr. Manager, Technical Support
Remote
Job Summary
Lead global technical support operations by managing support managers and teams, establishing priorities, and driving performance against key metrics including total time to resolution and customer effort scores. Balance strategic leadership with day-to-day execution to improve efficiency, quality, and scalability through data analysis and workflow evaluation. Partner cross-functionally with Product, Engineering, and Customer Success to address pain points, implement AI and automation solutions, and champion practical uses of emerging technologies to enhance productivity. Coach and develop team members while building accountability and career growth across the organization. Work in a hybrid schedule, typically joining in person two to three days a week.
Required Qualifications
- 8+ years of experience in technical support, customer support, service operations, or a related field
- 3+ years leading people leaders and/or complex support teams
- Proven experience leading global technical support operations in a SaaS or enterprise technology environment
- Demonstrated success managing Support KPIs, operational performance, escalations, and continuous improvement
- Strong analytical and problem-solving skills with the ability to translate data and customer insights into action
- Proven ability to coach and develop managers and high-performing teams
- Strong cross-functional leadership and influencing skills, particularly with Product, Engineering, and Customer Success
- Experience implementing process improvements, automation, or technology-enabled solutions that improve efficiency and customer experience
- Demonstrated ability to effectively use AI tools and emerging technologies to enhance productivity, streamline workflows, and support better decision-making
- Experience with Salesforce Service Cloud, JIRA, or similar tools
- Excellent communication, presentation, and organizational skills with the ability to manage multiple priorities in a fast-paced global environment
Desired Qualifications
- Bachelor's degree preferred, or equivalent combination of education and experience
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