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Tech Stack
Tools & technologiesAWSCloud
About the role
Key responsibilities & impact- Recruit, hire, and train high-performing technical support teams across global locations
- Oversee support delivery for one or more product suites, ensuring contractual coverage
- Foster a culture of inclusion, growth, and accountability within the team
- Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff
- Lead strategic improvement initiatives and collaborate across teams for broader rollout
- Manage time-critical communications for incidents, maintenance, and releases
- Drive performance against KPIs including response time, resolution time, and customer satisfaction
- Own senior-level client escalations and support the team in de-escalating complex situations
- Support integration of new acquisitions into standard support processes
- Identify reporting needs and partner with Business Systems to deliver accurate insights
- Ensure timely updates to internal and external documentation and training materials
- Serve as on-call Client Communications Manager during critical incidents (rotational)
- Collaborate with technical stakeholders to minimize customer impact during maintenance
Requirements
What you’ll need- 5+ years of direct leadership experience in a client-facing technical support role
- Proven ability to lead calmly and effectively in high-pressure environments
- Strong time management and prioritization skills
- Skilled in empathetic and tactful staff management
- Experience with recruitment, resume review, and panel interviews
- Familiarity with HR processes including grievance, PIP, and dismissals
- Track record of cross-functional collaboration and change implementation
- Excellent verbal and written communication skills
- Experience managing escalations and resolving client concerns
- Proficiency with backend systems (Salesforce Service Cloud, Jira)
- Experience with reporting tools (Salesforce, Power BI)
- Knowledge of multi-channel support operations (chat, phone, email, portal)
- Familiarity with Agile development methodology
- Certifications such as ITIL Foundation, Microsoft, AWS, or CompTIA A+ preferred
Benefits
Comp & perks- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- Special guests brought in to discuss issues that impact our employee population
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportperformance managementescalation managementrecruitmentreportingmulti-channel support operationsAgile development methodologytime managementprioritization
Soft Skills
leadershipcommunicationempathytactfulnesscollaborationcoachingaccountabilityinclusivityproblem-solving
Certifications
ITIL FoundationMicrosoftAWSCompTIA A+