<p>JOB SUMMARY</p> <p>We are seeking a highly skilled, resilient, and operationally strong Senior Manager of Customer Technical Support to lead our 3-tier, 11-person technical support organization. This role oversees all aspects of post-implementation customer support,including frontline support, technical troubleshooting, escalations, crisis management, customer communication, and continuous improvement of tools and processes (Salesforce, 8x8, SendGrid and related systems).</p> <p>The Senior Manager will drive operational excellence, reduce ticket volume through cross-functional collaboration, ensure customer satisfaction, and empower a growing team with the training, structure, and leadership they need to succeed. This role requires exceptional communication skills, the ability to thrive under constant pressure, and strong leadership in a fast-paced environment with frequent escalations and competing priorities.</p> <p>Key Responsibilities:</p> <p>Team Leadership & Management</p> <ul> <li>Lead and manage an 11-person, 3-tier support organization including training. </li><li>Set team goals, expectations, KPIs, and SLAs; ensure consistent execution across all levels. </li><li>Provide ongoing coaching, mentoring, and performance management for all team members. </li><li>Conduct regular 1:1s, support reviews, and oversee career progression pathways. </li><li>Handle performance challenges, conflict resolution, and coaching with professionalism. </li></ul> <p>Customer Support Operations & SLA Management</p> <ul> <li>Ensure 24/7 customer coverage through tiered on-call rotations, including managing Code Red response documentation and weekly assignment of the Code Red rep. </li><li>Oversee SLA adherence across all tiers; continuously track, analyze, and improve SLA performance. </li><li>Monitor daily workload and case volume to ensure equitable distribution and accuracy. </li><li>Oversee customer communication practices and approve customer-facing outage or major incident messaging. </li><li>Ensure timely responses to escalations, complaints, and high-severity cases. </li></ul> <p>Tools, Technology & Systems Ownership</p> <ul> <li>Salesforce (Primary Support Platform) </li><li>Partner with Salesforce contractors to optimize workflows, automation, case routing, dashboards, metrics, and reporting. </li><li>Oversee end-to-end Salesforce administrative improvements for efficiency, accuracy, and better customer outcomes. </li><li>Own Salesforce dashboarding, metrics, SLA reporting, case visibility, and quality auditing. </li><li>Drive improvements to the customer portal, ticket fields, required inputs, assignment rules, and end-user experience. </li><li>Ensure Knowledge Base content is expanded, reviewed, and updated regularly by the team. </li><li>8x8 Contact Center </li><li>Monitor daily phone activity to ensure calls are answered promptly. </li><li>Manage and update the 8x8 weekly staffing schedule for Tier 1 and Code Red shifts. </li><li>Oversee call quality, responsiveness, and metrics. </li><li>Jira & Engineering Alignment </li><li>Partner with Development teams on escalated issues; ensure timely follow-ups and reduce resolution delays. </li><li>Collaborate weekly with Engineering to review high-priority open issues. </li><li>Drive cross-team accountability for escalations and aging tickets. </li></ul> <p>Process Improvement & Operational Excellence</p> <ul> <li>Continuously refine support processes to reduce ticket volume and streamline customer experience. </li><li>Identify opportunities for automation,internally and in coordination with Product/Development. </li><li>Partner with Engineering and Product to improve error messages, workflows, and customer self-service tools. </li><li>Lead initiatives to enhance cross-department collaboration (Sales, Integration, Onboarding, Product, Engineering). </li><li>Ensure the team documents new issues, fixes, workflows, and best practices in the Salesforce Knowledge Base. </li><li>Drive post-implementation improvement initiatives and customer-journey alignment efforts. </li></ul> <p>Escalation & Incident Management</p> <ul> <li>Act as the highest-level escalation point for customer complaints, executive escalations, and repeated issues. </li><li>Serve as a key stakeholder during outage communication, root cause analysis, and cross-team coordination. </li><li>Ensure Code Red and high-severity incidents are documented, tracked, and resolved promptly. </li><li>Maintain calm and leadership during urgent, high-pressure situations. </li></ul> <p>Cross-Functional Leadership</p> <ul> <li>Collaborate with Product to reduce ticket volume through feature enhancements and prioritized fixes. </li><li>Partner with Integration and Dev teams to improve integration error clarity, customer instructions, and workflow automation. </li><li>Work with Marketing (Pardot/Marketo) and Customer Success on communication alignment for customer updates. </li><li>Build strong relationships across the organization to ensure visibility into Support responsibilities, needs, and constraints. </li></ul> <p>What you'll need:</p> <ul> <li>7+ years in customer support, technical support, or related customer-facing technical roles. </li><li>3+ years leading multi-level support teams (Tier 1-Tier 3) or managing technical support operations. </li><li>Strong experience with Salesforce Service Cloud (case fields, workflows, dashboards, reports, assignments). </li><li>Experience working directly with engineering and product teams. </li><li>Demonstrated success improving ticket workflows, SLAs, and customer satisfaction. </li><li>Ability to thrive under pressure and manage constant escalations with professionalism. </li><li>Excellent written and verbal communication skills. </li></ul> <p>Nice-to-Have Qualifications:</p> <ul> <li>Experience managing teams handling 24/7 on-call escalation rotations. </li><li>Experience improving or owning customer support Knowledge Bases. </li><li>Familiarity with Jira, 8x8, or equivalent tools. </li><li>Background in post-implementation support or software/SaaS environments. </li></ul> <p>If you are a highly motivated and results-driven individual, with a passion for driving growth in a fast-paced, entrepreneurial environment, we encourage you to apply for this exciting opportunity. We offer a competitive salary, comprehensive benefits package, and a dynamic work culture that values collaboration, innovation, and personal development.</p> <p>Base Compensation: $125,000 - $145,000</p>