Technical Support Manager
LeadVenture™
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Lead, coach, and develop technical support supervisors while building a culture of accountability, collaboration, and continuous improvement.
- Own staffing forecasts, capacity planning, queue health, and operational performance across assigned teams.
- Ensure teams meet or exceed service targets, including SLAs, CSAT, response and resolution times, backlog health, and other key performance indicators.
- Serve as the final escalation point for major customer or operational issues, coordinating resolution across internal stakeholders as needed.
- Drive onboarding, training, quality assurance, and leadership development strategies.
- Analyze support trends, customer feedback, and escalations to identify recurring issues and drive root-cause-based improvements.
- Partner with Product, Engineering, and other cross-functional teams to resolve systemic issues and improve the end-to-end customer experience.
- Improve support processes, documentation, and tools to increase consistency, scalability, and efficiency.
- Provide regular reporting and actionable insights to senior leadership on performance, staffing, risks, and improvement initiatives.
Requirements
- 5+ years of experience in technical support, customer support, or service operations, preferably in a SaaS or technology environment.
- 2+ years of experience managing supervisors, team leads, or other people leaders.
- Proven ability to manage support operations at scale, including KPI ownership, staffing, and workflow optimization.
- Strong analytical, communication, coaching, and leadership skills.
- Ability to balance strategic planning with day-to-day operational execution.
- Proficiency with CRM, ticketing, reporting, and productivity tools.
Benefits
- Compensation aligned to geographic pay band
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI ownershipworkflow optimizationcapacity planningqueue health managementservice level agreements (SLAs)customer satisfaction (CSAT)root-cause analysisquality assuranceperformance reportingstaffing forecasts
Soft Skills
leadershipcoachingcommunicationanalytical skillscollaborationaccountabilitystrategic planningoperational executioncontinuous improvementproblem-solving