iTradeNetwork, Inc. · 3 weeks ago
Senior Manager, Customer Technical Support
Charlotte Metro
Full-time
Onsite
Mid, Senior Level
$125K/yr - $145K/yr
7+ years expiTradeNetwork, Inc. is a company dedicated to providing advanced supply chain software and insights for the food and beverage industry. They are seeking a Senior Manager of Customer Technical Support to lead a technical support organization, overseeing customer support operations, team management, and process improvements while ensuring high customer satisfaction and operational excellence.
Retail TechnologySaaSSoftwareSupply Chain Management
Responsibilities
Lead and manage an 11-person, 3-tier support organization including training
Set team goals, expectations, KPIs, and SLAs; ensure consistent execution across all levels
Provide ongoing coaching, mentoring, and performance management for all team members
Conduct regular 1:1s, support reviews, and oversee career progression pathways
Handle performance challenges, conflict resolution, and coaching with professionalism
Ensure 24/7 customer coverage through tiered on-call rotations, including managing Code Red response documentation and weekly assignment of the Code Red rep
Oversee SLA adherence across all tiers; continuously track, analyze, and improve SLA performance
Monitor daily workload and case volume to ensure equitable distribution and accuracy
Oversee customer communication practices and approve customer-facing outage or major incident messaging
Ensure timely responses to escalations, complaints, and high-severity cases
Partner with Salesforce contractors to optimize workflows, automation, case routing, dashboards, metrics, and reporting
Oversee end-to-end Salesforce administrative improvements for efficiency, accuracy, and better customer outcomes
Drive improvements to the customer portal, ticket fields, required inputs, assignment rules, and end-user experience
Ensure Knowledge Base content is expanded, reviewed, and updated regularly by the team
Monitor daily phone activity to ensure calls are answered promptly
Manage and update the 8x8 weekly staffing schedule for Tier 1 and Code Red shifts
Oversee call quality, responsiveness, and metrics
Partner with Development teams on escalated issues; ensure timely follow-ups and reduce resolution delays
Collaborate weekly with Engineering to review high-priority open issues
Drive cross-team accountability for escalations and aging tickets
Continuously refine support processes to reduce ticket volume and streamline customer experience
Identify opportunities for automation, internally and in coordination with Product/Development
Partner with Engineering and Product to improve error messages, workflows, and customer self-service tools
Lead initiatives to enhance cross-department collaboration (Sales, Integration, Onboarding, Product, Engineering)
Ensure the team documents new issues, fixes, workflows, and best practices in the Salesforce Knowledge Base
Drive post-implementation improvement initiatives and customer-journey alignment efforts
Act as the highest-level escalation point for customer complaints, executive escalations, and repeated issues
Serve as a key stakeholder during outage communication, root cause analysis, and cross-team coordination
Ensure Code Red and high-severity incidents are documented, tracked, and resolved promptly
Maintain calm and leadership during urgent, high-pressure situations
Collaborate with Product to reduce ticket volume through feature enhancements and prioritized fixes
Partner with Integration and Dev teams to improve integration error clarity, customer instructions, and workflow automation
Work with Marketing (Pardot/Marketo) and Customer Success on communication alignment for customer updates
Build strong relationships across the organization to ensure visibility into Support responsibilities, needs, and constraints
Qualification
Required
7+ years in customer support, technical support, or related customer-facing technical roles
3+ years leading multi-level support teams (Tier 1–Tier 3) or managing technical support operations
Strong experience with Salesforce Service Cloud (case fields, workflows, dashboards, reports, assignments)
Experience working directly with engineering and product teams
Demonstrated success improving ticket workflows, SLAs, and customer satisfaction
Ability to thrive under pressure and manage constant escalations with professionalism
Excellent written and verbal communication skills
Preferred
Experience managing teams handling 24/7 on-call escalation rotations
Experience improving or owning customer support Knowledge Bases
Familiarity with Jira, 8x8, or equivalent tools
Background in post-implementation support or software/SaaS environments
Benefits
Comprehensive medical, dental, vision, and life insurance benefits for you and your family
Flex PTO for exempt employees and competitive PTO for non-exempt
Paid parental leave for eligible employees
401(k) matching
Tuition reimbursement on approved programs
Great health & well-being benefits including Teladoc for general medical and mental health care
Company
iTradeNetwork, Inc.
iTradeNetwork is a leading supply chain management platform for the food and beverage industry, enhancing efficiency, visibility, and collaboration.
51-200 employees
H1B Sponsorship
iTradeNetwork, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2010-07-27Acquired
Leadership Team
Ann Walker
Exec.VP
Recent News
2025-02-13
Charlotte Business Journal
2025-02-13
Company data provided by crunchbase