Technical Support Lead (Support Manager) || Remote

Job Description: Technical Support Lead (Support Manager)

Location: Remote
Department: Customer Support

Hiring Criteria:

• Experience: 6+ years in Technical Support (Minimum 2 years in Team Management)
• Technical Background: 5 years of experience in Tech Support within SaaS companies
• Team Management: Minimum 2 years of experience managing support teams
• Technical Skills: Hands-on experience with API and Webhook integrations
• Work Flexibility: Comfortable with rotational and night shifts (rotational every 3 months)
• Work Schedule:
  
• 5 working days: Monday to Friday
• Flexibility to work on Tuesday-Saturday or Thursday-Sunday shifts based on business requirements

Job Overview:

As a Technical Support Lead / Support Manager, you will manage the support team, ensuring timely and high-quality resolutions to customer queries. This role involves collaborating closely with engineering and product teams to enhance customer experience, maintaining SLAs, managing escalations, and continuously optimizing support operations.

Key Responsibilities:

• Oversee daily operations of the support team, ensuring efficient handling of customer inquiries and support tickets.
• Monitor and manage support queues, team schedules, breaks, and shift plans for optimal coverage.
• Handle customer escalations professionally to ensure timely resolution and high customer satisfaction.
• Collaborate with engineering and product teams to provide feedback on recurring issues and recommend improvements to reduce ticket volumes.
• Ensure adherence to SLAs and key support metrics (e.g., response time, resolution time, CSAT).
• Coach, mentor, and develop support agents to enhance performance and customer service skills.
• Conduct regular performance reviews, offering constructive feedback to the team.
• Analyze support data and trends to identify areas for improvement and implement process optimizations.
• Drive initiatives to improve customer support experiences through automation, documentation, and self-service resources.