Senior Manager, Technical Product Support

The Senior Manager Technical Product Support at Assent provides strategic leadership and oversight for our Technical Product Support organization. This critical role directly manages multiple Support Managers and teams across all technical tiersincluding Technical Associates Technical Analysts and Technical Support Architects. The Senior Manager will drive exceptional customer experiences and operational excellence for both Assents direct customers and their suppliers.

This leader is responsible for creatively resolving complex technical issues managing critical customer escalations establishing and monitoring meaningful performance KPIs clearly defining best-in-class customer experiences and strategically determining the scope of technical support functions within Assents dynamic support environment.

• Directly manage multiple Technical Support Managers each overseeing teams of Technical Associates Analysts and Technical Support Architects.

• Foster professional growth within your teams ensuring agents and managers consistently perform at high levels against clearly defined KPIs.

• Provide ongoing coaching mentoring and performance management to drive sustained team excellence and employee engagement.

• Clearly define and communicate Assents standards for outstanding customer and supplier support experiences.

• Proactively identify improvement opportunities to ensure seamless and exceptional service delivery for direct customers and suppliers.

• Engage directly in critical escalations creatively resolving complex customer issues while clearly managing and setting appropriate expectations.

• Establish refine and effectively monitor key performance indicators (KPIs) that measure team performance and customer satisfaction.

• Identify and strategically determine which support-related functions and tasks should reside within the technical support organization managing the projects required to integrate these responsibilities effectively.

• Ensure operational processes are efficient scalable and consistently deliver high-quality technical support.

• Maintain strong technical expertise capable of engaging directly with Technical Support Architects and other teams in complex troubleshooting and escalations.

• Provide guidance and strategic leadership during high-impact customer and supplier escalations ensuring timely and effective resolutions.

• Oversee thorough documentation and proactive knowledge-sharing of technical solutions and best practices.

• Serve as the primary liaison and advocate between Assents Technical Product Support organization and internal teams including Engineering Product Customer Success and Operations.

• Lead cross-functional initiatives focused on continuous improvement and proactive management of customer and supplier relationships.

Qualifications :

Education and Experience

• Bachelors degree required; advanced degree preferred.

• 7-10 years experience in Technical Product Support Customer Success or related fields.

• Minimum of 5 years experience managing managers and multiple support teams.

Knowledge Skills & Abilities 

• Proven ability to define and implement standards for exceptional customer and supplier experiences.

• Demonstrated success identifying and integrating technical support tasks and functions into the broader technical support organization.

• Experienced in creating implementing and managing effective KPIs and performance strategies.

• Exceptional problem-solving and creative solution capabilities particularly in managing complex customer and supplier escalations.

• Strong communication skills with the ability to clearly set and manage expectations internally and externally.

• Deep technical expertise in advanced troubleshooting API integrations database management (SQL) Salesforce CRM and related analytical tools.

• Ability and comfort in directly participating in and guiding complex technical escalations.

• Familiarity with AI-driven and automation-based support solutions is highly desirable.

Key Success Metrics

• Improved customer and supplier satisfaction and retention through clearly defined and consistently delivered support experiences.

• Demonstrable improvement in team performance against clearly defined KPIs reflecting measurable professional growth for managers and agents.

• Effective identification integration and management of tasks and functions within Assents technical support organization.

• Positive impact in reducing escalations and enhancing operational efficiency.

Additional Information :

At Assent we are uniquely positioned to make meaningful impactful changes in the world around us. If you believe in doing work that matters we want you to join our team.

Life at Assent

• Wellness: We believe that you and your familys well being is important. As a result we offer vacation time that increases with tenure comprehensive benefits packages (details vary by country) life leave days and more.

• Financial Benefits: Its not all about the money well its a little about the money. We understand that financial health is important and we offer a competitive base salary a corporate bonus program retirement savings options and more.

• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days flexible work options and opportunities to get involved in corporate giving initiatives.

• Lifelong Learning: At Assent curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

At Assent we are committed to growing and sustaining an environment where our team members feel included valued and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences and fostering a culture of belonging where all team members are included treated with dignity and respect promoted on their merits and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process please contact and we will be happy to help.  

Remote Work :

Yes

Employment Type :

Full-time