Regroup Mass Notification®

Technical Support Operations Manager

Regroup Mass Notification®

contract

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead, motivate, and develop a remote team of Tier 2 Support Agents to deliver exceptional customer experiences.
  • Oversee daily operations of the support department, ensuring timely response and resolution of all client issues within established SLAs.
  • Monitor team performance using key metrics and continuously refine workflows for efficiency and quality.
  • Serve as an escalation point for complex technical issues, offering hands-on troubleshooting expertise when required.
  • Collaborate cross-functionally with Product, Engineering, and Customer Success teams to improve product usability and client satisfaction.
  • Develop and maintain support documentation, training materials, and best practices for internal and client-facing use.
  • Foster an environment of inclusion, collaboration, and continuous improvement within a global, distributed team.

Requirements

  • 4–6 years of experience in Tier 2 technical support, with at least 2 years in a leadership or managerial role managing teams of managers or senior support staff.
  • Direct experience working with U.S. enterprise and SMB customers.
  • Strong understanding of SaaS systems, APIs, and web-based technologies.
  • Metrics-driven mindset: CSAT, NPS, SLA adherence, backlog management.
  • Experience leading cross-functional initiatives with Product, Engineering, or Customer Success.
  • Exceptional written and verbal communication skills.
  • Proven ability to manage remote teams across time zones.
  • Strong organizational, analytical, and problem-solving abilities.
  • Ability to work well under pressure while maintaining a calm and supportive team environment.
  • Alignment with Regroup’s mission of safety, communication, and community impact.
Benefits
  • Mission-driven work that helps protect communities and save lives.
  • Flexible, fully remote work setup.
  • Opportunity to shape a growing global support organization.
  • Smart, compassionate colleagues who believe in leading with love and learning continuously.
  • A culture built around excellence, humility, and service.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Tier 2 technical supportSaaS systemsAPIsweb-based technologiesCSATNPSSLA adherencebacklog managementtroubleshootingsupport documentation
Soft Skills
leadershipcommunicationorganizational skillsanalytical skillsproblem-solvingcollaborationinclusioncontinuous improvementcalm under pressuremotivation