VitalSource Technologies Careers

VitalSource®, is hiring a(n) Technical Support Operations Manager to contribute to our Customer Success team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered.

The Technical Support Operations Manager drives efficiency in support systems, optimizes workflows, and enhances customer experience through data-driven insights. This role focuses on managing support tools, reporting on key metrics, and collaborating with cross-functional teams to improve technical support operations.

The Technical Support Operations Manager will play a strategic role in enhancing self-service resources, driving system automation, enabling agent efficiency, and identifying long-term improvements to support infrastructure.

Key Responsibilities:

Support Systems & Tools Management

• Oversee and optimize support platforms (e.g., Zendesk, Jira, Salesforce) to improve efficiency.
• Implement and maintain automation, integrations, and self-service solutions to enhance support effectiveness.
• Ensure documentation and workflows are up to date to streamline support processes. 
• Monitor system performance and identify opportunities to enhance system usability and effectiveness.

Data Analysis & Reporting

• Develop and maintain dashboards and reports to track support performance, agent efficiency, and customer experience metrics.
• Analyze trends in ticket volume, resolution times, and common issues to drive operational improvements. 
• Provide leadership with actionable recommendations based on data insights to optimize the customer support experience.

Cross-Functional Collaboration

• Work closely with product and engineering teams to escalate and track recurring technical issues.
• Partner with support leadership to identify training needs and improve agent performance.
• Collaborate with UX and product teams to enhance customer interactions and self-service options. 
• Monitor and assist with triaging internal communication channels (e.g., Slack, Help channels) to ensure timely resolution of technical inquiries.
• Work closely with Support leadership and vendor relationship managers to implement system updates, resolve platform issues, and improve integrations.
• Provide Support Manager with vendor performance evaluation based on data and metrics.

Agent Enablement & Assistance

• Serve as a mentor and resource for Customer Support agents handling complex issues, ensuring resolution aligns with best practices.
• Partner with Agent Enablement to facilitate onboarding and adoption of new tools and workflows.
• Communicate and document Product updates, feature launches, and known issues to enhance agent preparedness.

Continuous Improvement & Best Practices

• Identify opportunities for process optimization and implement system improvements to enhance user experience.
• Stay up to date with industry best practices and emerging technologies in support operations.
• Drive initiatives to improve support accessibility, knowledge sharing, and overall system efficiency. 
• Establish best practices for system usage, and workflow automation. 
• Implement change management strategies for new systems and process improvements.
• Extended hours may be required to meet critical deadlines or support essential business operations.
• Other duties as assigned.

Required Qualifications:

Education & Experience

• 5+ years of experience in technical support operations, customer experience, or systems management.
• Associate degree in relevant field or equivalent experience required.
• Certifications in Zendesk, Salesforce, or similar systems strongly preferred.
• Experience in SaaS, cloud-based technologies, or IT support operations preferred.
• Proficiency with support ticketing systems (e.g. Zendesk, Salesforce Service Cloud, Jira)

Technical Skills

• Strong knowledge of support ticketing platforms (e.g. Zendesk, Jira, Salesforce Service Cloud), reporting tools, and automation technologies.
• Proficiency in data analysis tools (Excel, SQL, BI platforms like Looker or Tableau).
• Experience with workflow automation and AI-driven support tools.
• Familiarity with APIs, CRM platforms, and knowledge management systems.
• Background in SaaS, cloud-based technologies, or IT support operations.
• Strong technical aptitude for troubleshooting and optimizing support workflows.
• Knowledge of quality assurance processes and performance analytics for support teams.
• Ability to analyze and improve customer support processes.

Preferred Skills:

• Excellent problem-solving and project management skills.
• Ability to translate data insights into actionable recommendations.
• Strong collaboration and communication skills for working cross-functionally. 
• Ability to adapt to changing priorities and business needs. 

Physical Requirements:

• Remote work within ET timezone(s).
• Minimal travel per year.
• Primarily sedentary work with prolonged periods of sitting at a workstation.
• Access to a quiet, private workspace to support focused work and clear communication.
• Ability to read, write, speak, hear, see, think critically, communicate effectively, concentrate, and learn.
• Proficient use of a personal computer and related office equipment for extended periods.
• Ability to operate standard office equipment, including a computer, keyboard, monitor, and phone system

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at http://get.vitalsource.com/  and follow us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish