Land Gorilla

Support Manager

Land Gorilla

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, California, Florida, Idaho, Maryland, North Carolina, Tennessee, Texas, Virginia, Washington • 🇺🇸 United States

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Salary

💰 $85,000 - $110,000 per year

Job Level

Mid-LevelSenior

Tech Stack

SDLCSQL

About the role

  • Oversee daily operations, manage coverage across all support channels (phone, email, chat, ticketing)
  • Establish and maintain Service Level Agreements (SLAs)
  • Optimize support workflows and manage support tools and systems
  • Recruit, train, coach, and develop a high-performing support team
  • Conduct performance reviews and establish clear expectations
  • Partner with Development, QA, and Product Management to communicate customer-reported issues
  • Serve as the escalation point for complex technical issues
  • Develop proactive communication strategies for known issues and updates
  • Analyze support trends to identify recurring issues and implement root cause analysis (RCA)

Requirements

  • Minimum 5-7 years of progressive experience in technical customer support with at least 3 years in leadership roles
  • Bachelor's degree in Computer Science, IT, Business Administration, or related field preferred
  • Experience in SaaS, construction, real estate, or financial services software environments is desirable
  • Proven track record of building and leading high-performing support teams and implementing support tools and QA frameworks
  • Strong understanding of web-based software applications, databases, and system architecture concepts
  • Proficiency in support ticketing systems (Zendesk, Freshdesk, Jira, or similar) and CRM platforms
  • Familiarity with SQL for basic data queries and troubleshooting
  • Understanding of the Software Development Lifecycle (SDLC) and Agile/Scrum methodologies
  • Demonstrated success in coaching and retaining technical support teams
  • Strong conflict resolution and de-escalation skills
  • Experience implementing service management frameworks (ITIL or similar)
  • Exceptional written and verbal communication skills for both technical and non-technical audiences
  • Ability to translate complex technical issues into clear customer communications
  • Demonstrated commitment to customer satisfaction and an empathetic approach to customer interactions.
Benefits
  • Health (+Dependent Coverage)
  • Dental and Vision Insurance Package
  • 12 Observed Holidays
  • Paid Time Off: Accrues up to 160 hours/ 20 days
  • Paid Sick Leave: 40 hours
  • 2 Floating Holidays
  • Paid Family Leave
  • 401 (k) and Company Matching
  • Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention

Applicant Tracking System Keywords

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

Hard skills
technical customer supportsupport workflowsroot cause analysisSQLSoftware Development LifecycleAgileScrumservice management frameworkssupport ticketing systemsCRM platforms
Soft skills
leadershipcoachingconflict resolutionde-escalationcommunicationcustomer satisfactionteam developmentperformance reviewsexpectation settingproactive communication