Technical Support Manager

The Position

We’re seeking a Technical Support Manager to join CallRail’s Customer Experience team and contribute to the ongoing development of our Support organization at CallRail. In this role, you will manage a group of individual contributors responsible for providing front-line technical support for our customers and resolving client inquiries. You will also help lead the department’s operations by ensuring the effective implementation of specific projects and initiatives, support team members in their day-to-day work and provide counsel to team members on how to enhance their overall skillset.  

A successful Technical Support Manager will understand the technical and practical aspects of CallRail products and be well-versed at trouble shooting issues.  Technical Support Managers may work directly with customers and our internal Engineering counterparts on escalated issues to deliver a great customer experience.  The ideal candidate is a champion for the customer, possesses leadership experience in a customer-focused support environment, and demonstrates strong problem-solving skills.

What You'll Do 

• Lead a team of Support Specialists by motivating, empowering, and providing applicable guidance to team members.
• Manage daily email, phone, and chat support channels to ensure the team is properly resolving to the best of our abilities, ensuring timely client responses and overseeing team responses to ensure customers receive the best possible experience from CallRail support. 
• Develop a deep understanding of CallRail’s product to provide guidance and support to team members in their day-to-day work.
• Manage individual performance of Specialists which includes assessing if they are meeting individual and team goals and providing resources to better perform their job duties.  
• Act as an escalation point for team members, working with customers directly as needed to resolve issues promptly.
• Develop relationships with counterparts across other departments at CallRail and advocate for the best customer experience possible. 
• Collaborate and partner with Support and Customer Experience leadership to ensure Support protocols and expectations align with overall Company direction. 
• Manage change effectively through clear and timely communication within your team. 
• Monitor and drive key success indicators that ensure the quality of our customer experience.

What You'll Need

• Three or more years of relevant experience managing a customer-facing support team
• Superb communication, writing, and follow-up skills
• Strong critical thinking and analytical problem-solving skills
• Comfortable working with customer support tools and analytics
• Excellent time management and multitasking skills
• Confident in collaborating with cross-departmental stakeholders and product teams
• Demonstrated experience leading and motivating others to accomplish goals through team performance management and employee development
• Must be able to work evenings and weekends and handle on-call responsibilities as needed
• Background in technical or client support at other marketing technology companies is preferred.  
• The CallRail Customer Experience team leverages ZenDesk; ZenDesk familiarity is preferred.

 If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

Additional Perks

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events 
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays. 

Learn more: https://www.callrail.com/about/ 

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).