Manager, Technical Support

Responsibilities:

• Leadership and Management: Lead and manage a team of technical support representatives, including hiring, training, coaching, and performance management.
• Strategy Development: Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
• Metrics Monitoring: Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Cross-functional Collaboration: Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
• Escalation Point: Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
• Training Programs: Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
• Industry Awareness: Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
• Team Environment: Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
• Performance Evaluations: Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
• Reporting: Prepare and present reports on team performance, key metrics, and customer feedback to senior management.

Requirements:

• Education: Bachelor’s degree in a relevant field, such as computer science or information technology.
• Experience:  At least 5 years of proven experience in managing a technical support team or a similar role, with a strong knowledge of technical support best practices and methodologies.  
• Leadership Skills:  At least 3 years of strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.
• Technical Expertise: Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
• Operational Management: Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
• Communication Skills: Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
• Customer Service Orientation: Strong customer service orientation with a dedication to delivering an outstanding support experience.
• Tool Proficiency: Proficiency in using support tools and systems to manage and track customer issues.
• Multitasking: Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
• Organizational Skills: Excellent organizational and time management skills to prioritize tasks and meet deadlines.
• Technical Knowledge: Familiarity with software and hardware technologies, systems, and networks, particularly customer support ticketing systems like Zendesk.
• Continuous Learning: Continuous learning mindset to stay updated with the latest industry trends and technologies.
• Strongly Preferred Experience:  OEM and Aftermarket exposure
• Preferred Qualifications: PMP or ITIL certification, previous experience in the software or technology industry, and experience in working with customers in a B2B environment.

Why Join Us:

• Impact: Directly influence customer satisfaction and contribute to the growth and improvement of our support processes.
• Revolutionize the Industry: Be part of a company that is revolutionizing the parts e-commerce business, helping sellers efficiently sell parts and accessories online. Your role will significantly impact how customers interact with our platform and enhance their overall experience.
• Growth Opportunities: Advancing to the Manager of Technical Support role opens several pathways for further career development within our company. This includes potential progression to higher leadership roles, quality assurance roles, or stepping into enterprise support management.
• Exposure: Constantly work with other teams such as Product, Engineering, Implementation, Customer Success, and Marketing.
• Challenge: Take on the exciting challenge of managing advanced support domains, ensuring the highest standards of customer service and technical support.