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Company

Swooped · 14 hours ago

Technical Support Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Deeply immerse yourself in the 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.

Lead, coach, and train a team of support agents to achieve both individual and team goals.

Monitor and report on monthly performance metrics and quarterly OKRs.

Own high-priority tickets and manage 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, and 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 TroubleshootingData-Driven Decision MakingTicketing SystemsDocumentation SkillsAPIsIntegrationsBasic SQLBI Reporting ToolsAI Chatbots Implementation

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 startup 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

Commitment to employee work-life balance and encouraging 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)

A focus on community and hosting exciting company outings and events.