20d 2h ago
Technical Support Manager
Outreach·Technology
📡Remote In-Country
|United States of America$90k - $160k USD/yr
Technical Support Manager
Outreach | Technology
2 weeks agoRemote In-Country
Full Time
United States of America
$90k - $160k USD/yr
Position:
Manager, Technical Support
Company:
Outreach
Compensation:
$90,000 - $160,000 a year
Location:
USA, Seattle, WA
Employment type:
Full-Time
Work Arrangement:
Remote
Short Summary:
Outreach is seeking an exceptional support manager with experience in building teams and a passion for customer service. This role involves leading a team of Technical Support Engineers and enhancing customer experience through collaboration with various departments.
Responsibilities:
- Develop and lead a team of Technical Support Engineers, providing enterprise-level customer support.
- Manage people responsibilities including recruiting and performance management.
- Identify patterns in tickets to resolve issues holistically.
- Handle escalations and manage expectations through effective communication.
- Conduct root cause analysis and advocate for product changes.
- Manage KPIs related to quality and processes.
- Mentor and coach the support team.
- Partner with engineering and product management for incident management.
- Act as On-Call Support leader during evenings and weekends.
- Champion customer issues to enhance the customer experience.
Requirement:
- Minimum 3-5 years experience in managing IT or Support organizations.
- BS degree in Engineering, Computer Science, or related field.
- Understanding of enterprise software implementations and SaaS technologies.
- Experience with AI best practices.
- Proven track record in managing escalated accounts and driving successful resolutions.
- Strong problem-solving and communication skills.
- Ability to attract and develop a high-performing team.
- Adaptability to changing priorities and innovative solution generation.
Benefits:
- Flexible time off.
- 401k plan.
- Generous medical, dental, and vision coverage.
- Parental leave program with options for a paid night nurse.
- Infertility/assisted reproductive services benefit.
- Employee referral bonuses.
- Snacks and beverages in the office, along with fun events.
- Diversity and inclusion programs promoting various employee resource groups.
Manager, Technical Support
Company:
Outreach
Compensation:
$90,000 - $160,000 a year
Location:
USA, Seattle, WA
Employment type:
Full-Time
Work Arrangement:
Remote
Short Summary:
Outreach is seeking an exceptional support manager with experience in building teams and a passion for customer service. This role involves leading a team of Technical Support Engineers and enhancing customer experience through collaboration with various departments.
Responsibilities:
- Develop and lead a team of Technical Support Engineers, providing enterprise-level customer support.
- Manage people responsibilities including recruiting and performance management.
- Identify patterns in tickets to resolve issues holistically.
- Handle escalations and manage expectations through effective communication.
- Conduct root cause analysis and advocate for product changes.
- Manage KPIs related to quality and processes.
- Mentor and coach the support team.
- Partner with engineering and product management for incident management.
- Act as On-Call Support leader during evenings and weekends.
- Champion customer issues to enhance the customer experience.
Requirement:
- Minimum 3-5 years experience in managing IT or Support organizations.
- BS degree in Engineering, Computer Science, or related field.
- Understanding of enterprise software implementations and SaaS technologies.
- Experience with AI best practices.
- Proven track record in managing escalated accounts and driving successful resolutions.
- Strong problem-solving and communication skills.
- Ability to attract and develop a high-performing team.
- Adaptability to changing priorities and innovative solution generation.
Benefits:
- Flexible time off.
- 401k plan.
- Generous medical, dental, and vision coverage.
- Parental leave program with options for a paid night nurse.
- Infertility/assisted reproductive services benefit.
- Employee referral bonuses.
- Snacks and beverages in the office, along with fun events.
- Diversity and inclusion programs promoting various employee resource groups.
Required Languages
🇬🇧 English