Technical Support Manager
Technical Support Manager
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Job Description
We are obsessed with the heros journey at JobNimbus. Every person has a heros journey. Hermione Granger James T. Kirk Frodo Baggins Anna & Elsa Nacho Libre and even YOU! This is our call to adventure to come check out JobNimbus. What do you have to lose You might make a few new friends learn about a sick new company doing some amazing things and maybe youll even land a new job!
Mission:
The Technical Support Manager ensures a fast highquality support experience across chat email and phone meeting strict response timesemails within 4 hours chats within 30 seconds live calls within 3 minutes and callbacks within 15 minutes. Focused on improving our 5star rating they drive efficiency optimize processes and empower the team to deliver exceptional technical support.
What youll be doing:
- Conduct regular oneonone meetings with support reps to review performance provide feedback and support career growth.
- Oversee and implement structured onboarding for new hires ensuring they understand tools processes and service expectations.
- Develop and deliver continued learning opportunities to keep the team updated on product changes best practices and efficiency improvements.
- Handle escalated customers calls providing highlevel support and ensuring complex issues are resolved effectively.
- Track key support KPIs analyze trends in performance and generate reports to identify areas for improvement.
- Work closely with Product Sales Onboarding and Account Manager teams to align support strategies resolve systemic issues and enhance customer experience.
- Assist in recruiting interviewing and selecting 10x talent to build a highperforming support team.
What makes you the hero for this job:
- Minimum of 13 years of experience in people leadership.
- Minimum of 13 years in Customer Service and Support.
- High emotional intelligence and empathy skills.
- Familiarity with SaaS products and the software industry
- Customerfocused mindset and a passion for customer success
- Ability to adapt to changing priorities and manage multiple projects simultaneously
- Ability to work collaboratively with crossfunctional teams
- Expertise in coaching roleplaying and providing feedback to support reps
- Excellent communication and interpersonal skills
- Technical proficiency and ability to learn new software quickly
- Strong analytical and goaloriented mindset.
- Strong organizational and project management skills
- Preferred experience in HubSpot or other customer tracking software
- Experience or strong understanding of the construction exterior industry a plus
Team Commitment. You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyones head exploded That is because she knew what was best for Panem and she was so committed she made the larger harder decision. That is the level of commitment we need. Minus the killing of course! Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand this job is not for you.
Mentor (Hit us up to get more information)
Matt Nelson Specialist in hiring amazing people lover of music Connect Four ping pong tennis pickleball photography and recruiting.
JobNimbus is proud to be an equal opportunity / affirmative action employer. We are committed to equal opportunity regardless of race color religion sex national origin sexual orientation gender identity age disability Veteran status or other legally protected characteristics. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation please let us know in the application.
If you have any questions regarding this job post please email emailprotected.
Required Experience:
Senior IC
Employment Type
Full-Time
