Technical Support Manager
On-siteProvo, Utah, United States
Job Summary
Lead and develop the Customer Support team by conducting regular one-on-one meetings, performance reviews, and coaching sessions to foster accountability and continuous learning. Oversee daily support operations, resolving complex customer inquiries and escalations while monitoring metrics to drive process improvements. Serve as the primary escalation point for critical issues, partnering with Product, Engineering, and Sales to communicate feedback and reduce future customer effort. Maintain support documentation and workflows, assist with hiring and workforce planning, and provide direct support during high-volume periods. This role requires 3+ years of leadership experience in technical support, proficiency with Zendesk, and strong analytical skills to interpret data and make data-driven decisions.
Required Qualifications
- 3+ years of leadership experience in Customer Support/Technical Support
- Demonstrated success leading and developing high-performing customer support teams
- Ability to prioritize multiple initiatives in a fast-paced environment
- Experience using Zendesk ticketing system and reporting tools
- Strong leadership, coaching, and employee development skills
- Excellent interpersonal and conflict resolution abilities
- Customer-first mindset with a commitment to service excellence
- Strong analytical skills with the ability to interpret support metrics and make data-driven decisions
- Excellent organizational and time management skills
- Ability to build collaborative cross-functional partnerships
- Strong written and verbal communication skills
- Comfortable working in a fast-paced, changing environment
- Proficiency with Windows and macOS operating systems
- General understanding of networking, hardware, SaaS applications, and technical troubleshooting concepts
- Occasional standing, walking, and lifting up to 15 pounds
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