CallRail · 6 hours ago
Technical Support Manager
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
3+ years expCallRail is seeking a Technical Support Manager to join their Customer Experience team and enhance their Support organization. The role involves managing a team of Support Specialists, ensuring efficient technical support for customers, and fostering a positive customer experience through effective team leadership and collaboration with other departments.
AdvertisingAnalyticsBusiness IntelligenceSmall and Medium Businesses
Responsibilities
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
Qualification
Required
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
Preferred
Background in technical or client support at other marketing technology companies
ZenDesk familiarity
Benefits
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
Company
CallRail
CallRail is a phone call tracking and analytics platform businesses use to understand which marketing campaigns drive leads and conversions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$137.49MKey Investors
Square 1 BankWain Kellum
2020-11-25Series Unknown· $45.59M
2018-10-16Debt Financing· $15M
2017-09-26Series Unknown· $75M
Leadership Team
Elliott Wood
CTO
Kimberly Lipscomb
Vice President Revenue Operations
Recent News
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