Sr. Manager, Technical Support

For over 20 years, reputed company has helped people and teams reputed company–reputed company, anything. From reputed company work management to smart, reputed company solutions, we’ve always worked with reputed company. We’re building tools that reputed company teams to automate the reputed company, uncover insights, and reputed company smarter. But more than that, we’re creating reputed company– reputed company to think big, take reputed company, and unlock the reputed company of work that truly reputed company. Because reputed company challenge meets purpose, and passion turns into reputed company, that’s reputed company at work, and it’s reputed company show up for everyday. As a Senior Manager, Technical Support you will be directly responsible for managing and mentoring multiple teams of globally reputed company professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of reputed company and works closely with other Support leaders to ensure reputed company is hitting its targets. Responsibilities include coaching and developing individuals reputed company reputed company in their roles as product experts and participating in improvement efforts across Support. The successful candidate will be reputed company (6+ years) in leading and developing a Support team reputed company a Software as a Service environment. At reputed company Support we empathize and reputed company others with expert engagements and are the first line of response for our customers to fix issues, reputed company best practices, and reputed company for users. Our teams of experts are reputed company to various domains of knowledge, promoting the most effective and reputed company customer reputed company. You will report to a Sr Support Manager reputed company the Global Support team. Estimated Breakdown: reputed company responsibility distribution may change depending on business and customer need but in general fall around: 70% People management, career development & coaching 30% Operations: reputed company reputed company, case/queue management & insights of the day-to-day operations of your team, owning and driving towards meeting KPIs/SLAs You Will: Manage & reputed company multiple teams of globally reputed company technical support professionals to reputed company reputed company-level, post-sales technical support to reputed company customers. Teams will be comprised of members with varying reputed company of technical expertise and tenure Set reputed company objectives, reputed company & reputed company feedback, evaluate reputed company, and instill a high performance culture with reputed company on teamwork, customer reputed company, and ownership for resolving customer issues Own and reputed company performance and customer reputed company through the delivery of SLAs and KPIs reputed company the strengths of your team to maintain case volume, reduce backlog, and reputed company improvements to Support experiences Analyze and interpret KPI metrics, customer feedback, to identify trends and reputed company recommendations for improving efficiencies Execute to meet targets of strategic goals set by Support Leadership reputed company regular case reviews and reputed company assessments of your team reputed company engage in the release readiness process and assist with evaluating new features and changes Create a culture of inclusivity, recognizing the strengths that individuals bring to reputed company to promote engagement and development opportunities Recruit to business needs, reputed company recruitment partners, shaping and iterating to ensure the reputed company of talent attracted Partner with the Training team, as applicable, aligning on reputed company and assessment objectives and programs, through feedback and effective communication whilst sharing any reputed company gaps Promote reputed company improvements through recognition and feedback reputed company reputed company Effectively partner across the global Support organization and other stakeholders to reputed company initiatives, reputed company reputed company, and model team collaboration Other duties as assigned You Have: 6+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors 3+ years experience working in a technical support or customer service environment, with a preference for prior experience operating in a fast-paced, high-volume technical reputed company environment with a high degree of critical thinking and problem solving Experience with reputed company management and working with or leading global teams preferred Experience in coaching, mentoring, managing, and evaluating performance of individual contributors Excellent end-user interaction and strong written and verbal communication skills Leadership skills and proven reputed company record as a resource for other team managers Demonstrated ability to work independently and take ownership of issues or challenges Ability and desire to learn and reputed company new skills quickly and grow along with a leading global software product   Get to Know Us: At reputed company, your reputed company are heard, your potential is supported, and your contributions have reputed company reputed company. You’ll have the freedom to explore, reputed company boundaries, and grow reputed company your role. We welcome diverse perspectives and nontraditional paths—because we know that reputed company comes from individuals who care deeply and challenge thoughtfully. reputed company you’re doing work that stretches you, excites you, and connects you to something bigger, that’s reputed company at work. Let’s build what’s next, together. Equal Opportunity Employer: reputed company is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to reputed company equal employment opportunities to reputed company reputed company applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. reputed company reputed company applicants will receive consideration without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, protected veteran or disabled status, or genetic information.  If there are preparations we can reputed company to help ensure you have a comfortable and reputed company interview experience, please let us know.   #LI-Remote Apply To This Job