Manager, Technical Support

📋 Description

• Lead and develop a high-performing Technical Support team across chat, email, and escalations.
• Coach team through complex technical, customer, and cross-functional challenges.
• Own team outcomes: service quality, customer experience, and key initiatives.
• Translate company and department strategy into clear team goals and priorities.
• Own technical support incident response and escalation paths.
• Drive continuous improvement across support processes, tooling, and APIs (HRIS, integrations).

🎯 Requirements

• Experience managing senior-level or staff-level technical support teams.
• Strong people leadership and coaching skills; developing professionals.
• Proven ability to set direction, own outcomes, and deliver results.
• Comfortable navigating ambiguity and change in a fast-paced environment.
• Clear, effective written and verbal communication across teams.
• Experience with Zendesk, Jira, Salesforce (or equivalent); SQL fluency.

🎁 Benefits

• Medical, dental, and vision insurance; life, AD&D, disability coverage.
• Wellness programs, paid parental leave, and paid time off with holidays and sick time.
• Commuter and parking accounts; office lunches; internet and phone stipend.
• One-time WFH office setup stipend and 401(k) plan.
• Learning and development budget.
• Invest in Your People Fund.