200+ applicants

Company

Virtuous · 1 day ago

Manager of Technical Support

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Deeply immerse yourself in our products through hands-on troubleshooting, reviewing documentation, and exploring nonprofit customer use cases to gain a comprehensive understanding.

Develop and maintain internal documentation and workflows to ensure team members have up to date resources to resolve issues efficiently.

Leading, coaching, and training a team of support agents to achieve both individual and team goals.

Monitor and report on monthly performance metrics and quarterly OKRs.

Owning high-priority tickets and managing customer escalations, ensuring clear communication and resolution.

Collaborate with other Technical Support Managers and Leads to align on strategies to achieve department goals.

Partner with cross-functional teams including but not limited to Product, Engineering, Customer Success to prioritize and resolve critical issues.

Act as a liaison between the Support team and Engineering team to ensure alignment on priorities.

Drive team engagement and foster an inclusive, collaborative environment.

Identify opportunities for product improvement based on customer feedback and support insights.

Improve processes and best practices to enhance the quality and efficiency of support.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

B2B SaaS Technical SupportCRM systems troubleshootingTicketing systems ZendeskTicketing systems IntercomTicketing systems FreshdeskDocumentation skillsAPIsIntegrationsBasic SQLBI reporting toolsAI chatbots training

Required

5+ years experience in B2B SaaS Technical Support

2+ years experience leading and coaching a team of direct reports

Analytical mindset with experience making data-driven decisions.

Experience working with Engineering and QA teams.

Experience working with and troubleshooting CRM systems.

Phenomenal documentation, organizational, and communication skills.

Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.

The ability to thrive in a fast-paced, flexible start-up environment.

Preferred

2+ years experience working as part of a Tier 2 or Tier 3 team.

Strong understanding of APIs and Integrations.

Basic understanding of SQL

Experience creating reports using a BI platform or other reporting tools.

Experience training or implementing AI chatbots.

Benefits

Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days

Unlimited PTO

Supportive time off including paid volunteer days and company holidays

Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)

Community and host exciting company outings and events