Technical Support Operations Manager 21

A company is looking for a Technical Support Operations Manager to lead and optimize their technical support team.Key Responsibilities:

Lead and develop a remote team of Tier 2 Support Agents to ensure exceptional customer experiencesOversee daily operations of the support department, ensuring timely issue resolution within established SLAsMonitor team performance and refine workflows for efficiency and qualityRequired Qualifications:

4-6 years of experience in Tier 2 technical support, with at least 2 years in a leadership roleDirect experience with U.S.

enterprise and SMB customersStrong understanding of SaaS systems, APIs, and web-based technologiesMetrics-driven mindset with experience in CSAT, NPS, and SLA adherenceProven ability to manage remote teams across time zones