Senior Manager, Customer Technical Support

JOB SUMMARY

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).

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.

Key Responsibilities:

Team Leadership & Management

• Lead and manage an 11-person, 3-tier support organization including training.
• Set team goals, expectations, KPIs, and SLAs; ensure consistent execution across all levels.
• Provide ongoing coaching, mentoring, and performance management for all team members.
• Conduct regular 1:1s, support reviews, and oversee career progression pathways.
• Handle performance challenges, conflict resolution, and coaching with professionalism.

Customer Support Operations & SLA Management

• Ensure 24/7 customer coverage through tiered on-call rotations, including managing Code Red response documentation and weekly assignment of the Code Red rep.
• Oversee SLA adherence across all tiers; continuously track, analyze, and improve SLA performance.
• Monitor daily workload and case volume to ensure equitable distribution and accuracy.
• Oversee customer communication practices and approve customer-facing outage or major incident messaging.
• Ensure timely responses to escalations, complaints, and high-severity cases.

Tools, Technology & Systems Ownership

• Salesforce (Primary Support Platform)
• Partner with Salesforce contractors to optimize workflows, automation, case routing, dashboards, metrics, and reporting.
• Oversee end-to-end Salesforce administrative improvements for efficiency, accuracy, and better customer outcomes.
• Own Salesforce dashboarding, metrics, SLA reporting, case visibility, and quality auditing.
• Drive improvements to the customer portal, ticket fields, required inputs, assignment rules, and end-user experience.
• Ensure Knowledge Base content is expanded, reviewed, and updated regularly by the team.
• 8x8 Contact Center
• Monitor daily phone activity to ensure calls are answered promptly.
• Manage and update the 8x8 weekly staffing schedule for Tier 1 and Code Red shifts.
• Oversee call quality, responsiveness, and metrics.
• Jira & Engineering Alignment
• Partner with Development teams on escalated issues; ensure timely follow-ups and reduce resolution delays.
• Collaborate weekly with Engineering to review high-priority open issues.
• Drive cross-team accountability for escalations and aging tickets.

Process Improvement & Operational Excellence

• Continuously refine support processes to reduce ticket volume and streamline customer experience.
• Identify opportunities for automation,internally and in coordination with Product/Development.
• Partner with Engineering and Product to improve error messages, workflows, and customer self-service tools.
• Lead initiatives to enhance cross-department collaboration (Sales, Integration, Onboarding, Product, Engineering).
• Ensure the team documents new issues, fixes, workflows, and best practices in the Salesforce Knowledge Base.
• Drive post-implementation improvement initiatives and customer-journey alignment efforts.

Escalation & Incident Management

• Act as the highest-level escalation point for customer complaints, executive escalations, and repeated issues.
• Serve as a key stakeholder during outage communication, root cause analysis, and cross-team coordination.
• Ensure Code Red and high-severity incidents are documented, tracked, and resolved promptly.
• Maintain calm and leadership during urgent, high-pressure situations.

Cross-Functional Leadership

• Collaborate with Product to reduce ticket volume through feature enhancements and prioritized fixes.
• Partner with Integration and Dev teams to improve integration error clarity, customer instructions, and workflow automation.
• Work with Marketing (Pardot/Marketo) and Customer Success on communication alignment for customer updates.
• Build strong relationships across the organization to ensure visibility into Support responsibilities, needs, and constraints.

What you’ll need:

• 7+ years in customer support, technical support, or related customer-facing technical roles.
• 3+ years leading multi-level support teams (Tier 1–Tier 3) or managing technical support operations.
• Strong experience with Salesforce Service Cloud (case fields, workflows, dashboards, reports, assignments).
• Experience working directly with engineering and product teams.
• Demonstrated success improving ticket workflows, SLAs, and customer satisfaction.
• Ability to thrive under pressure and manage constant escalations with professionalism.
• Excellent written and verbal communication skills.

Nice-to-Have Qualifications:

• Experience managing teams handling 24/7 on-call escalation rotations.
• Experience improving or owning customer support Knowledge Bases.
• Familiarity with Jira, 8x8, or equivalent tools.
• Background in post-implementation support or software/SaaS environments.

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.

Base Compensation: $125,000 - $145,000