Manager, Technical Support

Talent Development: Serve as a dedicated mentor and coach, focusing on transforming technical analysts into elite, empathetic customer advocates.  Culture of Autonomy: Foster a high-accountability environment that encourages self-direction, high ownership, and independent problem-solving. Active Growth Management: Conduct impactful weekly/bi-weekly 1:1 sessions and quarterly performance reviews (HPC) focused on long-term career growth, technical skill development, and real-time behavioral coaching.  Talent Pipeline & Enablement: Lead recruitment for team backfills, coordinate comprehensive onboarding for new Tier 1 and Tier 2 analysts, and actively shadow interactions to provide constructive feedback. Workstream Ownership: Take ownership of smaller operational projects and specialized workstreams that feed into major, global cross-functional initiatives. Process Modernization: Lead internal team projects aimed at optimizing support delivery, improving workflow efficiency, and implementing organizational changes seamlessly. Escalation Management* Premium Support Delivery: Cultivate a team culture that deeply values and delivers high-touch customer connections, ensuring our enterprise clients, large retailers, and global brands feel heard, valued, and supported. Critical Incident Oversight: Lead the strategy for critical technical escalations, JIRA case reviews, and Red Alert scenarios, ensuring senior-level stakeholders are kept informed and customer friction is minimized. Resource Optimization: Ensure robust coverage across Tier 1 and Tier 2 queues, manage stale cases, and balance resource allocation to meet strict SLAs without compromising service depth. Knowledge-Centered Service (KCS): Act as a fierce champion for KCS methodologies within the team, ensuring that continuous knowledge capture, article creation, and maintenance are seamlessly integrated into the daily support workflow. AI & Automation Adoption: Actively advocate for and drive the adoption of AI tools and automation to streamline workflows, eliminate friction, and make things easier for both the analyst and the customer. Root Cause Analysis: Dive deep into support metrics, operational KPIs, and leader dashboards to identify the underlying drivers of team performance and uncover bottlenecks. Data-Driven Improvements: Analyze queue data, customer satisfaction (CSAT) trends, and case lifecycles throughout the quarter to proactively adjust workflows, local processes, and team behaviors. Cross-Functional Engagement* Build and maintain strong, collaborative relationships across internal global teams, including Client Success, Technical Account Managers, Product, Implementation Services. Act as a trusted bridge between front-line support realities and cross-functional stakeholders to advocate for customer experience improvements. Proven track record of managing, mentoring, and developing technical talent, with a specific focus on building strong customer advocacy teams. Experience leading project workstreams, managing timelines, and collaborating across boundaries on large-scale global initiatives. Strong familiarity or direct experience working within a Knowledge-Centered Service (KCS) framework. Passion for leveraging AI tools, automation, and modern tech stacks to optimize support delivery and simplify complex processes. Exceptional ability to utilize data, ticketing system workflows, and operational KPIs to uncover the root cause of performance issues. Extensive experience supporting enterprise-level clients, with a proven dedication to high-touch, premium customer service. A degree in CIS, MIS, Computer Science, or equivalent practical experience. Familiarity with Web 2.0 technologies, ideally in an e-commerce environment. Comfortable with web concepts and basic exposure to/understanding of HTML, CSS, JavaScript, SQL, or XML. Exceptional written and verbal communication skills across all organizational levels. Comfortable navigating ambiguity and driving results in a fast-paced environment.