Manager, Technical Support
Core
Leading a team of Technical Support professionals to deliver timely, high-quality resolution of customer issues for an enterprise hiring platform.
Role type
Manager, Technical Support
Builds
Customer support operations and service delivery for ICIMS hiring platform
Domain
SaaS / Enterprise HR Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, support operations management, service level monitoring, escalation handling, process improvement, cross-functional collaboration, CRM automation oversight
Preferred skills
SaaS industry experience, CRM automation building
Technologies
Zendesk, Salesforce
Responsibilities
Lead a team responsible for troubleshooting, issue resolution, and break-fix support activities; Monitor service levels, case volume, backlog health, response times, and resolution performance; Partner with customers and internal stakeholders to resolve escalated issues; Identify process improvement opportunities that increase efficiency, quality, and scalability; Conduct regular 1:1 meetings and provide ongoing coaching and performance feedback
Seniority
Manager, people leadership
