Sr. Manager, Technical Support

📋 Description

• Lead global technical support managers and teams, establishing priorities, performance
• Own and improve key Support KPIs, including total time to resolution, customer effort score
• Analyze operational and customer data to identify trends, performance gaps, and opportunities for
• Evaluate support workflows, tools, staffing models, and team capabilities to increase efficiency
• Establish effective case management and escalation processes while ensuring support data generates
• Identify and implement practical applications of AI and automation to streamline workflows, improve

🎯 Requirements

• 8+ years of experience in technical support, customer support, service operations, or a related
• 3+ years of experience leading people leaders and/or complex technical support organizations.
• Proven experience managing global technical support operations within a SaaS or enterprise
• Demonstrated success owning Support KPIs, operational performance, escalations, service quality
• Strong analytical and problem-solving capabilities, with the ability to translate operational data
• Proven ability to coach, mentor, and develop managers and high-performing support teams.

🎁 Benefits

• Flexible paid time off for salaried employees.
• Hourly employees receive PTO based on tenure plus 5 paid sick days annually, available from day one.
• 10 company-paid holidays plus 4 additional extended company holidays.
• Multiple medical and dental plan options.
• 100% company-paid vision coverage.
• 401(k) plan available through Fidelity.