Manager, Customer Technical Support, Resi

Manager, Customer Technical Support

Location: Hybrid (3 days in office per week) in Colorado Springs, CO; Redmond, WA

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of churches and organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi also provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

About the Role:

We are looking for a Technical Support Manager to lead and scale our support team for significant customer growth. In this role, you will own all support-related customer contact responsibilities, strengthen our existing workflows, and support career development for your team. The ideal candidate thinks big picture with the ability to roll up their sleeves and get things done, while building effective working relationships with adjacent teams. In addition to daily customer support, the primary responsibilities for this role are being a Subject Matter Expert for CS teams who also provides escalated technical support and troubleshooting, while assisting in the ongoing support of high-profile and very large churches.

Among the many duties the Customer Support Team carries out, the core of what we do is creating a culture that turns the support process into a win/win for our company and the customer. This position will require the aptitude to become a master of Resi product capabilities and its underlying technology. If you are self-motivated, proactive, analytical, and enjoy improving efficiency and leading a team, we want to hear from you! 

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

Benefits and Compensation:

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee

• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents

• 401K match

• Hybrid work model - 3 days in the office / 2 days remote each week

• 12 paid Company Holidays

• 2 paid Volunteer Time Off days

• 20 days PTO, to start, increases with tenure and seniority.

• Paid parental and adoption leave

• Compensation Range: $76,500 - $92,647, depending on location.

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You’ll Do:

• Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity.
• Coach, develop and train support team members to meet Support expectations and duties.
• Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends. Be the primary player in platform improvement by keeping leadership informed.
• Assist the Sr. Manager with departmental strategic planning, targets and goals.
• Monitor trends for hardware, software and/or network issues related to customer support and coordinate efforts to resolve those issues.
• Work to consistently improve customer service experience for all end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
• Analyze Technical Support situations and determine resources needed to solve them.
• Communicate with customers, take ownership of customer issues, and follow problems through to resolution. (to promote renewals and overall customer satisfaction).
• Work closely with Support and Engineering resources to define, reproduce and gather evidence for defects.
• Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind.
• Partner with the Sr. Manager of Support and other Customer Success Leaders to develop, execute new strategies, and refine processes to raise service and productivity results.
• Track team performance metrics to drive results toward team and company goals.
• Carry out regular 1:1’s with technical representatives to be a coach and establish/ track goals
• Facilitate mid-year and annual performance reviews with technical representatives.
• Plan and lead regular Technical Support Team meetings
• Work with HR/Recruiting and other leaders to interview and hire potential new staff as needed
• Ensure high level responses to support inquiries through the established support channels.
• Monitor ticketing system
• Participating in feature release meetings, participating in bug escalation meetings, etc.
• Organizing, tagging, and tracking common issues to follow trends for escalation. 
• Other responsibilities, as needed.

What You’ll Bring:

• Ability to build consensus within the team that supports company goals and drive change.
• Professional experience managing teams preferred.
• 3 years experience with professional audio and video equipment, and AV production system design.
• 3 years professional experience working with IT, networking, computer hardware and software concepts.
• 3 years professional experience with the Linux Operating System, and web platforms such as Google Apps.
• SasS working experience.
• Experience as a video engineer in a broadcast environment. Knowledge of video standards, formats, and interfaces. 
• Experience with software related to the video and audio production industry, including ffmpeg and gstreamer. Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
• CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS. Working knowledge of network tools like Wireshark and What’sUp Gold.
• Excellent communication skills, including issue tracking, triaging, and escalations management.
• Team-oriented attitude with a willingness to serve others as your customers.
• Willingness and ability to lead targeted projects and initiatives.
• Professional with strong emotional intelligence.
• Proactive mindset and minimum need for supervision.
• Persistence and determination to deliver results.
• Consistent availability and rapid response time.
• Ability to manage multiple, cross-functional relationships
• Ability to anticipate change and adjust priorities accordingly
• Understanding of industry culture, products, and services
• A passion for problem solving, especially technical online software issues
• A passion to serve, help, and assist in whatever capacity possible
• Up to 10% travel.

Education and Experience:

• Bachelor’s degree in a technology related area and at least 6 years of customer-facing experience (or near equivalent) in technical support in a professional setting is ideal, but not required.
• Experience with CRM software (i.e. Salesforce)
• Expert understanding of customer service process
• Experience in direct customer or client-facing roles

Physical Requirements: 

Prolonged periods of sitting at a desk and working on a computer.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. Pushpay uses E-Verify to confirm employment eligibility. Head to our career page to learn more.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

**Applications will be taken on an ongoing basis.