Sr. Manager, Technical Support (Remote)

Sr. Manager, Technical Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr. Manager, Technical Support in California (USA).

As a Senior Manager in Technical Support, you will lead a globally distributed team dedicated to delivering exceptional post-sales support for enterprise customers. You will manage both individual contributors and team leaders, fostering a culture of high performance, accountability, and continuous improvement. This role requires balancing operational oversight with strategic initiatives, including coaching, workflow optimization, and driving process enhancements across support operations. You will serve as a trusted resource for resolving complex technical issues while influencing customer satisfaction and operational excellence. Collaborating closely with cross-functional teams, you will ensure that support strategies align with business objectives and customer needs. This position offers the opportunity to shape a high-impact support organization while mentoring a team of technical professionals in a dynamic, fast-paced environment.

Accountabilities :

• Lead and manage internal and partner support teams to provide enterprise-level post-sales technical support.
• Set clear objectives, evaluate performance, and coach managers and individual contributors to achieve team goals.
• Oversee day-to-day operations, including case management, escalations, and resource allocation.
• Develop and improve team standards, procedures, and workflows to enhance efficiency and customer satisfaction.
• Drive strategic initiatives and continuous improvement programs within the support organization.
• Foster a high-performance culture focused on teamwork, accountability, and customer excellence.
• Collaborate with internal stakeholders, cross-functional teams, and external partners to resolve complex issues and implement best practices.
• Maintain awareness of new SaaS product developments to provide technical guidance and operational insights.
• Conduct performance reviews, manage skills development, and promote open communication within the team.
• Ensure support operations align with organizational goals and metrics, including CSAT and service-level expectations.