This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Technical Support based in United States.
This is a senior leadership opportunity responsible for shaping and scaling global technical support operations within a fast-paced SaaS environment.
You will lead support managers and teams while driving consistent, high-quality customer experiences across regions and support tiers.
The role combines strategic planning with hands-on operational leadership, using data and technology to improve performance and scalability.
You will own critical support metrics, identify operational opportunities, and establish processes that improve resolution times, quality, and customer effort.
A key focus will be using AI and automation thoughtfully to streamline workflows, strengthen knowledge management, and increase team productivity.
You’ll work closely with Product, Engineering, and Customer Success to turn customer insights into meaningful product and service improvements.
The role is ideal for an experienced people leader who thrives on transformation, operational excellence, and building high-performing global teams.
Accountabilities:
- Lead global technical support managers and teams, establishing priorities, performance expectations, operating standards, and consistent practices across regions and support tiers.
- Own and improve key Support KPIs, including total time to resolution, customer effort score, average first response time, quality assurance, escalations, and productivity.
- Analyze operational and customer data to identify trends, performance gaps, and opportunities for measurable improvement.
- Evaluate support workflows, tools, staffing models, and team capabilities to increase efficiency, scalability, quality, and customer satisfaction.
- Establish effective case management and escalation processes while ensuring support data generates actionable insights for Product, Engineering, and other stakeholders.
- Identify and implement practical applications of AI and automation to streamline workflows, improve knowledge management, support case resolution, and increase productivity while maintaining appropriate quality controls and human oversight.
- Coach and develop support managers and team members, strengthening accountability, engagement, performance, and career development.
- Partner with Product, Engineering, Customer Success, and other senior leaders to represent the customer voice and influence improvements to products, processes, and support experiences.
- Develop and implement programs that strengthen the scalability, consistency, and effectiveness of technical support operations.
- Lead teams through operational and organizational change while maintaining service quality and business continuity.
Requirements:
- 8+ years of experience in technical support, customer support, service operations, or a related field.
- 3+ years of experience leading people leaders and/or complex technical support organizations.
- Proven experience managing global technical support operations within a SaaS or enterprise technology environment.
- Demonstrated success owning Support KPIs, operational performance, escalations, service quality, and continuous improvement initiatives.
- Strong analytical and problem-solving capabilities, with the ability to translate operational data and customer insights into concrete actions.
- Proven ability to coach, mentor, and develop managers and high-performing support teams.
- Strong cross-functional leadership and influencing skills, particularly when partnering with Product, Engineering, and Customer Success.
- Experience implementing process improvements, automation, and technology-enabled solutions that enhance efficiency and customer experience.
- Demonstrated ability to use AI tools and emerging technologies to improve productivity, workflows, knowledge management, and decision-making.
- Familiarity with Salesforce Service Cloud, JIRA, or comparable support and workflow platforms.
- Excellent communication, presentation, organizational, and stakeholder-management skills.
- Ability to manage multiple priorities effectively in a fast-paced, global environment.
- Bachelor’s degree preferred, or an equivalent combination of education and professional experience.
Benefits:
- Flexible paid time off for salaried employees.
- Hourly employees receive PTO based on tenure plus 5 paid sick days annually, available from day one.
- 10 company-paid holidays plus 4 additional extended company holidays.
- Multiple medical and dental plan options.
- 100% company-paid vision coverage.
- 401(k) plan available through Fidelity.
- Paid parental leave for eligible employees from day one.
- Employer-paid short- and long-term disability insurance and life insurance.
- Critical illness, accident, and hospital indemnity insurance options.
- Employee Assistance Program (EAP).
- Access to employee discounts and wellbeing programs, including fitness, financial wellness, mental health, fertility and family planning, physical therapy, eyewear, and other support services.
- Remote U.S. work opportunity, offering flexibility within the organization’s working model.
- Opportunity to lead a global support organization and influence customer experience, operational strategy, and AI-enabled transformation.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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