Customer Technical Support Manager

TransUnion

Manage global B2B technical support team focused on delivering high-quality service. Drive operational improvements and collaborate with cross-functional partners at TransUnion.

Posted 6/19/2026full-timeChicago • Illinois, Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $168,750 per yearWebsite

About the role

Key responsibilities & impact

Lead the day‑to‑day operations of a global B2B support team, overseeing customer inquiries, incident response, escalations, reporting, and workload management
Drive a seamless and high‑quality customer experience through consistent support delivery and continuous process improvements
Analyze support data, trends, and metrics to identify opportunities for operational efficiencies and service enhancements
Partner closely with cross‑functional teams—including Sales, Product, Technology, Legal, and Compliance—to resolve issues and align on customer needs
Build, coach, and develop a high‑performing, inclusive team through clear goals, feedback, and career development
Contribute to the broader direction, strategy, and ongoing improvement of the Global Service and Support organization

Requirements

What you’ll need

3+ years experience managing teams in customer service, technical support, or relationship management roles
5+ years in customer support or operations
Bachelor’s degree in business, finance, computer science, or equivalent experience
Experience with ticketing systems and CRMs (Salesforce preferred)
Experience supporting B2B customers and working in a customer‑facing technical or operations environment
Available for after hours/on call support
Familiarity with ITIL (Information Technology Infrastructure Library) best practices or service management frameworks
Experience with reporting and data analysis (Excel, CRM reporting tools)

Benefits

Comp & perks

Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.
Company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability.
Option to opt into a legal plan, pet insurance, and travel accident coverage.
Adoption assistance and fertility planning coverage to caregiver support.
Access Dependent Care FSA for possibility of an employer match, complimentary Care@Work membership, and up to 12 weeks of paid parental leave.
401(k) with employer match and Employee Stock Purchase Plan (ESPP).
Financial wellness resources, career coaching, and optional long‑term care insurance.
Tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off.
24/7 support including professional therapy, coaching, and emotional well‑being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisreportingticketing systemsCRMExcelITILservice management

Soft Skills

leadershipcoachingteam developmentcommunicationproblem-solvingcustomer experience focusprocess improvement