Manager, Technical Support
Core
Lead a large technical customer support organization through Supervisors, ensuring exceptional customer support while driving revenue growth and operational efficiency.
Role type
Manager-of-managers for technical support operations
Builds
High-volume technical support operations with a focus on customer experience and commercial outcomes
Domain
Customer Experience / Technical Support / B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, technical support operations, workforce planning, commercial mindset, performance data analysis, quality assurance, AI tool adoption, stakeholder management
Preferred skills
Experience with AI-powered insights, automation, reporting, and support data
Technologies
AI-powered insights, automation, reporting, support data
Responsibilities
Coach and develop Supervisors to strengthen performance management and team effectiveness; Own performance metrics including CSAT, service levels, quality, AHT, and commercial results; Lead workforce forecasting, staffing, and capacity planning; Drive revenue through service by coaching supervisors on cross-sell and upsell behaviors; Evaluate AI-generated recommendations to improve team productivity and customer experience.
Seniority
Manager, hands-on leadership of multiple supervisors
