Manager, Technical Support (Remote)
🔒 Direct submission to hiring team • Zero candidate fees
Role & Company Overview
📋 Role Overview & Responsibilities
About Our ClientThey're on a mission to Protect Life. They're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, the team works better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities, and each other.
Life at the hiring company is fast-paced, challenging, and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your ImpactAs a Technical Support Lead, you will help drive key strategic decisions to improve the 24 x 7 technical support experience. You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for individuals who share this passion. Come work with us in a dynamic environment where you'll leverage your passion, technical experience, and strong problem-solving skills.
What You'll DoDevelop procedures and policies for better handling of customer correspondence and complaintsMonitor business and process metrics to measure and manage technical support & customer service effectivenessReview top issues & trends from various systems to identify improvement opportunities & provide trainingOversee and maintain the Technical Support team across multiple locationsMaintain in-depth knowledge of products, systems, and processesSchedule meetings with internal teams to address technical failures/customer concernsManage hiring, training, retention, and performance of support teamsAct as the Voice of the Customer within the organizationIdentify new tools and technologies to enhance customer serviceConduct monthly & quarterly reviews of metrics and customer-focused OKRsHandle daily issue triage and escalationsProvide leadership and guidance to improve the Customer Support experienceConduct 1:1s with direct management team
What You BringBachelor's Degree or equivalent work experience5+ years of experience in a customer-facing role3+ years of experience managing customer support teams or similar experience2+ years of experience working with incident ticketing/tracking systemsExcellent communication and negotiation skillsTechnology/software/SaaS industry experienceStrong attention to detail, planning, organization skills, and ability to work in a fast-paced environmentComfortable with change and ambiguity in an entrepreneurial settingExperience with network elements, protocols, services, and related technologies preferredNetworking certifications a plusFamiliarity with call center technology tools
Benefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsSnacks available in our offices
Salary Range88,000 to USD 138,000 based on various factors. To explore our complete benefits package.
Frequently Asked Questions
How do I apply for the Manager, Technical Support (Remote) position at Swooped? ▼
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Yes, this role is 100% remote and open to qualified professionals worldwide.
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