Technical Support manager

• Lead and manage the tech support team including hiring training and performance management.
• Develop and implement support strategies to ensure timely resolution of customer inquiries and issues.
• Serve as the primary point of contact for escalations providing guidance and support to resolve complex technical issues.
• Collaborate with crossfunctional teams including product development and engineering to address customer feedback and improve product usability.
• Analyze support metrics and trends to identify areas for improvement and implement solutions to enhance efficiency and customer satisfaction.
• Develop and maintain support documentation knowledge base articles and training materials for internal and external stakeholders.
• Stay informed about industry trends and best practices in SaaS support and implement innovative approaches to drive continuous improvement.
• Act as a customer advocate within the organization ensuring that customer feedback is addressed and prioritized in product development roadmap discussions.

• Bachelors degree in Computer Science Information Technology or related field.
• Proven experience 4 years in a technical support management role preferably in the SaaS industry.
• Strong understanding of SaaS products and technologies with the ability to troubleshoot and resolve technical issues.
• Excellent leadership and communication skills with the ability to motivate and inspire a team.
• Experience working in a fastpaced dynamic environment with a focus on delivering exceptional customer service.
• Demonstrated analytical and problemsolving abilities with a track record of driving continuous improvement initiatives.
• Proficiency in CRM systems ticketing systems and other support tools.
• Certification in ITIL or other relevant frameworks is a plus

saas,continuous improvement,technical support,product development,resolve