Senior Manager, Technical Support
BD
full-time
Posted on:
Location Type: Hybrid
Location: Durham • California, Florida, North Carolina, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $124,700 - $205,700 per year
Job Level
Senior
About the role
- Oversee and evaluate the team's performance and the quality of their customer interactions.
- Ensure teams are following proper process compliance and adherence to stated service goals.
- Meet regularly with key stakeholders, including clients, to ensure department needs are met.
- Manage and coordinate the activities of national CSC teams with accountability for P&L results, expense management, service delivery costs and service methods.
- Provides guidance on operational objectives and assignments that support the strategic imperatives and objectives of the organization.
- Manage, hire, and supervise full-time employees of the Customer Support Center (CSC).
- Successfully manage, document, design, and assign projects.
- Create documentation and provide clear communication, planning, organization, and priority setting.
- Coordinate with other internal and external clients as needed to ensure business success.
- Conduct performance evaluations that are timely and constructive.
- Analyze performance of CSC activities to identify any problem areas.
Requirements
- Bachelor’s degree or equivalent experience (minimum 5 years) in account management or operations management
- 3–5 years of progressive experience in customer service within technical support environments, with expertise in call center operations, workflow management, and support escalation procedures
- 3 years of experience supervising associates in a technical support call center, focused on optimizing operations, enhancing team performance, and delivering high-quality customer service
- Demonstrated leadership in Application/Technical Support Centers or technical environments, with a strong ability to delegate, empower, and train large, high-performing teams
- Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Willing and able to travel up to 5–10%.
- Flexible work hours with availability for on-call customer operations support.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementoperations managementcustomer servicecall center operationsworkflow managementsupport escalation proceduresperformance evaluationproject managementprocess complianceservice delivery
Soft skills
leadershipcommunicationorganizationplanningpriority settingteam performance enhancementdelegationempowermenttrainingproblem analysis