Full-Time Manager Technical Support Operations

About the role/team We are looking for a highly talented Manager, Technical Support Operations to join our extended Support organization and lead the technical arm of our Support Operations & Strategy group.

This group partners with all support delivery teams (Frontline Support, Technical Support, Billing Support, Number Operations, Fraud Operations) and numerous internal teams (Product, Eng, RevOps, Sales, Success, Finance, etc) to help the extended Support organization achieve greater customer results and higher efficiency.

Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong technical expertise and views to influence the direction of the organization and ensure that technical constraints, challenges, risks and opportunities are always surfaced and understood.

Your contribution will help us create a world-class Support experience for our customers as well as drive operational excellence and maximize support team efficiency.

Responsibilities

• Manage and continuously improve all Support systems and associated workflows / processes (Zendesk, Aircall, Qualtrics, AI support applications, Support Portal, custom built components, systems integrations)
• Provide technical guidance and drive technical delivery on a variety of strategic and tactical projects (Support funnel redesign, new channels launches, new AI support applications, Support offering changes, new automations, integrations, various improvements improving productivity, A/B testing, etc.)
• Own the extended Support org tooling budget
• Lead and mentor a team of technical specialists, fostering a culture of technical excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains
• Build the quarterly Support Operations technical roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution
• Own and manage all aspects of the Customer Support systems and tools, with a focus on creating robust, innovative and scalable solutions
• Manage end-to-end execution of a portfolio of Support Ops technical projects, from requirements gathering to delivery and hyper-care, ensuring timely and high-quality execution
• Act as a technical advisor for the Support Leadership staff, helping to build direction, long term vision and innovation
• Partner with VP and finance on forecasting, budgeting and capacity planning
• Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience
• Leverage data to provide actionable insights and strategic recommendations to our leadership team

Qualifications

• 7+ years experience in Technical Support Operations or equivalent field, within a SaaS or technology company
• Experience managing and mentoring a technical team
• Very advanced technical skills, including proficiency in customer support technologies and tools like Zendesk (multi-channel management), scripting/programming knowledge (e.g. Python, SQL or similar), APIs and AI technologies
• Ability to oversee web development related to front-end customer portals and associated technologies, such as JavaScript, HTML, CSS and React
• Very analytical and data-driven, with advanced proficiency with SQL and Looker (or equivalent)
• Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results
• Creative problem solver and are able to identify obstacles and viable solutions

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