Aquatic Technical Support Manager

Accountabilities:

• Lead, manage, and develop a customer-focused technical support team with varying levels of technical expertise and responsibilities, including Customer Support Specialists and Technicians.
• Assess team capabilities, identify technical and professional development needs, and establish ongoing training programs to address skill gaps.
• Define and monitor customer support KPIs, evaluate individual and team performance, and provide timely, constructive feedback to drive service quality.
• Oversee the case management system, support workflows, escalation processes, and best practices to ensure consistent and efficient customer service.
• Build and maintain a comprehensive technical knowledge base covering equipment troubleshooting, maintenance, repairs, and software functionality, including useful screenshots and video resources.
• Make timely and informed decisions when resolving complex customer and technical issues, including situations where information may be incomplete.
• Partner with Product Management and Engineering to implement tools, features, and processes that strengthen technical support capabilities and improve the customer experience.
• Launch and manage customer support surveys, analyze feedback and performance data, identify improvement opportunities, and communicate findings to leadership.
• Foster a team culture centered on independent problem-solving, accountability, collaboration, and a strong client-first mindset.
• Recruit, develop, and retain technical talent capable of combining strong technical expertise with effective customer service and communication skills.
• Establish, document, and continuously improve policies, procedures, workflows, and processes supporting the technical support organization.
• Collaborate with cross-functional teams to ensure customer insights and support trends contribute to broader product, service, and business improvements.

Requirements:

• Bring at least 5 years of commercial aquatics experience, including hands-on field equipment troubleshooting and diagnosis.
• Have at least 3 years of management experience, ideally leading technical support, customer service, or similarly specialized teams.
• Have prior experience as a Customer Support Specialist or in a comparable customer service role.
• Possess a strong technical background and the ability to explain complex technical concepts clearly to non-technical customers and colleagues.
• Demonstrate knowledge of enterprise web technologies, security concepts, modern infrastructure, software applications, and remote support environments.
• Have strong knowledge of CRM systems and their functionality, with experience using NetSuite considered a plus.
• Be skilled in analyzing customer and client data to identify trends, generate insights, and support informed decisions.
• Demonstrate strong customer service and de-escalation skills, with the ability to guide clients and team members through basic to advanced troubleshooting.
• Bring experience with help desk software, remote support tools, project management, or call center environments; these are preferred qualifications.
• Demonstrate strong written and verbal communication, problem-solving, organizational, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Be detail-oriented and committed to maintaining accurate records, documentation, processes, and knowledge resources.
• Demonstrate adaptability, self-motivation, and a collaborative approach to working across departments and toward shared objectives.
• Be proficient with computer software; experience with Google Workspace and/or Microsoft Office is preferred.
• Communicate effectively in English; additional language skills are considered a plus.
• Obtain a Certified Pool & Spa Operator (CPO) license within the first 90 days of employment.
• Be able to occasionally move, lift, carry, and push objects weighing up to 25 pounds.
• Be available to work weekends and holidays when required, with occasional light travel during the year.

Benefits:

• Full-time, salaried, exempt position.
• Fully remote opportunity open to candidates residing anywhere in the United States.
• Compensation range of $80,000–$100,000, depending on location, experience, knowledge, skills, and abilities.
• Opportunity to lead and develop a technical support function within a specialized commercial aquatics environment.
• Occasional light travel may be required throughout the year.
• Weekend and holiday availability may be required based on business and customer support needs.