Technical Support Manager
CentralReach
Job Level
Mid-LevelSenior
About the role
- Handle incoming requests in Zendesk, focusing on agent and streamer account issues and technical troubleshooting
- Own the first response and add full, structured context for any escalation
- Escalate complex cases to senior team members
- Follow platform standards including SLA, tone of voice, and policy guidelines
- Collaborate with the QA team by initiating investigations and delivering initial solutions to users prior to escalation
- Work closely with Compliance and Moderation to clarify and resolve inquiries related to moderation rules, policies, regulations, and account verification
- Collect and share user feedback to help enhance the product and support processes
Requirements
- Understanding of customer-facing roles (customer support, success, client service, or related)
- English B2 overall
- Spanish B1+
- Strong written communication skills that are clear, polite, and grammatically correct
- Ability to create structured AI prompts that generate customer-support draft messages with the right tone, clarity, and relevance
- Critical thinking and a habit of closing the feedback loop
- Open to shift-based work (no night shifts)
- (Would be a plus) Experience with ticketing systems such as Zendesk, Intercom, or Freshdesk
- (Would be a plus) Background in IT or working with tech products
- (Would be a plus) Understanding of support KPIs like CSAT, response time, and SLA
