Technical Support Manager

Tech & Customer Support Remote, United States

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Description

Job Title: Technical Support Manager
Department: Technical Support
Reports To: Director, Technical Support (or other specific leader title)
Job Type: Full-time
Location: United States or Belize (compensation aligned to geographic pay band)

Job Summary

The Technical Support Manager leads one or more technical support teams through front-line supervisors. This role is responsible for scaling support operations, setting direction, and delivering consistent business and customer outcomes. The Technical Support Manager owns performance strategy, workforce planning, escalation management, and cross-functional partnership to improve efficiency, quality, and customer satisfaction. This leader sets clear expectations, develops people leaders, and helps ensure LeadVenture delivers an exceptional support experience.

Key Responsibilities

  • Lead, coach, and develop technical support supervisors while building a culture of accountability, collaboration, and continuous improvement.
  • Own staffing forecasts, capacity planning, queue health, and operational performance across assigned teams.
  • Ensure teams meet or exceed service targets, including SLAs, CSAT, response and resolution times, backlog health, and other key performance indicators.
  • Serve as the final escalation point for major customer or operational issues, coordinating resolution across internal stakeholders as needed.
  • Drive onboarding, training, quality assurance, and leadership development strategies.
  • Analyze support trends, customer feedback, and escalations to identify recurring issues and drive root-cause-based improvements.
  • Partner with Product, Engineering, and other cross-functional teams to resolve systemic issues and improve the end-to-end customer experience.
  • Improve support processes, documentation, and tools to increase consistency, scalability, and efficiency.
  • Provide regular reporting and actionable insights to senior leadership on performance, staffing, risks, and improvement initiatives.

Required Qualifications

  • 5+ years of experience in technical support, customer support, or service operations, preferably in a SaaS or technology environment.
  • 2+ years of experience managing supervisors, team leads, or other people leaders.
  • Proven ability to manage support operations at scale, including KPI ownership, staffing, and workflow optimization.
  • Strong analytical, communication, coaching, and leadership skills.
  • Ability to balance strategic planning with day-to-day operational execution.
  • Proficiency with CRM, ticketing, reporting, and productivity tools.

Preferred Qualifications

  • Experience with knowledge management, self-service, quality programs, or support automation.
  • Familiarity with support frameworks such as ITIL, HDI, or KCS.

Role Scope

  • Serves as the final escalation point for major customer or operational issues.
  • Owns multi-team outcomes, strategy, and scale.
  • Accountable for long-term operational health, service quality, and customer outcomes.
  • Accountable for managing staffing and coverage needs.

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