Greenhouse Software

Technical Support Manager

Greenhouse Software

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $79,000 - $107,000 per year

About the role

  • Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems
  • Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions
  • Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations
  • Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals
  • Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms
  • Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early
  • Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows
  • Additional projects and responsibilities as business needs require

Requirements

  • 5+ years in Technical Support, with at least 2 years of management experience
  • Proven experience in a customer-facing team in a mentorship capacity (Senior level or above)
  • Open to being on-call on weekends & some holidays [3x per quarter]
  • Outstanding customer service skills – empathetic, responsive, and solutions-focused
  • Exceptional written and verbal communication skills
  • Experience using AI tools to improve support functions for your team and customers
  • Zendesk experience
  • A proven track record of staying calm under pressure during outages or high-volume periods
  • Experience in recruiting and hiring, a plus
  • Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren’t always in alignment with a given role — but those are qualities we value at Greenhouse. If you don’t meet 100% of the qualifications outlined above, we still strongly encourage you to apply.
Benefits
  • medical, dental, and vision insurance
  • basic life insurance
  • mental health resources
  • financial wellness benefits
  • fully paid parental leave program
  • short-term and long-term disability coverage
  • 401(k) plan and company match
  • up to 14 scheduled paid holidays per calendar year
  • up to 80 hours of paid sick leave
  • 20-25 days of paid vacation time annually, depending on tenure
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical Supportcustomer servicementorshipcoachingdata analysisperformance metricsrecruitinghiringAI toolsZendesk
Soft Skills
empathyresponsivenesssolutions-focusedwritten communicationverbal communicationcalm under pressureteam motivationpsychological safetyhigh standardsgenuine care