Technical Customer Support Manager
Technical Customer Support Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Reports To: COO
Job Overview
We are seeking a highly experienced and proactive Customer Support Project Manager to join
our customer support team. This individual will play a critical role in shaping and improving our
complaint-to-resolution processes managing support escalations and identifying trends that
need resolution at the product/engineering level. The ideal candidate combines strong
organizational and communication skills with hands-on experience in customer support and
project management.
Key Responsibilities
Design and Maintain Workflows:
Collaborate cross-functionally to create and continuously improve a high-level
complaint-to-resolution workflow that ensures speed transparency and accountability.
Ticket Oversight and Assignment:
Monitor open support tickets across all tiers ensuring timely assignment and resolution.
Balance workloads across the team and intervene when bottlenecks occur.
Escalation Management:
Oversee and refine the process for escalating issues from Tier 2 to Tier 3 ensuring only
well-documented and truly escalated issues are passed on to engineering.
Trend and Pattern Analysis:
Regularly review ticket data to identify frequent or high-impact issues. Coordinate with
Product and Engineering to create queues of recurring issues that need systemic fixes.
Customer Communication:
Personally handle complex or sensitive customer interactions including complaint
resolution service recovery and follow-ups with empathy and professionalism.
Cross-Functional Collaboration:
Serve as a key liaison between Support Product Engineering and other departments.
Translate customer pain points into actionable tasks and priorities.
Support Process Ownership:
Act as the owner of key support processes and projects driving consistency
accountability and measurable outcomes.
Required Skills & Qualifications
5 years in customer support or success roles with at least 2 years in a senior or
managerial capacity.
Proven experience managing complex support workflows and escalations.
Strong project management skills; experience leading cross-functional initiatives.
Exceptional communication skills both written and verbal.
Ability to handle challenging customer conversations with empathy and authority.
Experience using support and ticketing tools (e.g. Zendesk Freshdesk Jira Salesforce
Service Cloud).
Strong analytical skills with a knack for identifying trends and driving systemic
improvements.
Comfortable working in a fast-paced high-growth environment.
Preferred Qualifications
Experience in B2B SaaS or technical support environments.
Familiarity with service-level agreements (SLAs) and customer satisfaction metrics (e.g.
CSAT NPS).
What Success Looks Like
Reduction in ticket resolution times.
Clear streamlined escalation workflows.
Improved customer satisfaction in escalated cases.
Regular insight reports on trending issues.
Strong collaboration between support and engineering teams.
Employment Type
Full Time
