Manager - Technical Support - SaaS

Technical Support Manager

Your Responsibilities:

1. Guide the professional development of the Support team while helping them to perform at their best

2. Conduct quality assessments of team's transactional work, tracking trends across the team, and individuals, in order to guide individual performance discussions and solve larger operational inefficiencies

3. Execute on a strategy for continuous improvement of team KPIs and help each individual perform their best

4. Facilitate team meetings to discuss business happenings and advise on surfaced knowledge gaps

5. Orchestrate and attend syncs with cross-functional teams to identify and solve operational and performance-related issues

6. Influence product roadmap by looking for customer trends and sharing feedback with Product Management and Marketing teams.

7. Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues.

8. Ramp up quickly to become an all-around expert for Sense products and best practices.

9. Collaborate and communicate cross-functionally with the internal team to ensure customer issues and opportunities are addressed in a timely manner.

Qualifications

1. Bachelor's Degree or equivalent experience.

2. 8+ years of work experience, including 2+ years of related experience in a technical customer-facing role

3. 4+ years of experience managing a team is a must.

4. Strong customer presence and leadership skills

5. Passionate and proactive: a driven, self-starter who can work independently and as part of a team.

6. Outstanding verbal and written communication skills.

7. Superior organizational and time management skills; excellent attention to detail.

8. Ability to be flexible and adapt quickly in a fast-paced, start-up environment.

9. Able to translate business outcomes from analytics

10. Experience using Zendesk or similar software

Preferred Qualifications:

1. Previous support experience in a SaaS environment.

2. Experience within recruiting or staffing space is a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.