Net Driven

Technical Support Manager

Net Driven

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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
KPI ownershipstaffingworkflow optimizationanalytical skillscoachingleadership
Soft Skills
communicationcollaborationaccountabilitycontinuous improvementstrategic planningoperational execution