Manager, Technical Support

RevolutionParts is a pioneering force in the automotive eCommerce realm, seeking passionate and talented individuals to join our squad of Revolutionaries. We empower automotive brands to maximize online sales through streamlined, user-friendly solutions, top-notch customer service, and a profound understanding of the automotive market.

We are seeking a Manager, Technical Support with at least five years of experience leading dynamic support teams. The ideal candidate will have a proven track record in team organizational design, capacity training, and meeting support KPIs such as First Response Time (FRT) : 30 minutes, Mean Time to Resolution (MTTR) : Less than 24 hours, Missed Incoming Calls : 0, and Customer Satisfaction (CSAT) : Over 4.6.

Responsibilities

• Leadership & Management : Lead and manage a technical support team, including hiring, training, coaching, and performance management.
• Strategy Development : Create and implement support strategies, policies, and procedures to ensure efficiency and high-quality service.
• AI & Automation : Drive adoption of AI tools, chatbots, and automation to improve resolution times, reduce ticket volume, and enhance self-service.
• Metrics & Reporting : Monitor support metrics, prepare reports, and use data to improve team performance and customer satisfaction.
• Cross-functional Collaboration : Partner with product and customer success teams for effective communication and timely issue resolution.
• Escalation Support : Act as escalation point for complex issues, providing guidance to resolve them quickly.
• Team Development : Deliver training, conduct performance evaluations, and provide coaching to build skills and support professional growth.
• Culture & Environment : Foster a collaborative, accountable, and continuous-learning team culture.
• Industry Awareness : Stay updated on industry trends and technologies to keep the team ahead.

Requirements

We value diversity in backgrounds and thoughts, and we encourage you to apply even if you dont meet 100% of the qualifications. RevolutionParts offers a comprehensive employment package, including competitive compensation, career development, benefits, 401K match, parental leave, and more. We are an Equal Opportunity Employer and do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.

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