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Manager, Technical Support - US at Degreed
Salt Lake City, United States
Job Descrption
Degreed is looking for a Manager, Technical Support to join Client Experience (CX) and promote the growth of the people and processes on the Technical Support team. This role is accountable for a team of Technical Support Specialists (Tier I) who assist our clients via phone, email, and other channels. With a high degree of focus on client satisfaction, you will provide leadership for technical support initiatives, technical issues/escalations, and resolution management. As a people leader, you are responsible for motivating, recognizing, developing, coaching, and training the team and onboarding new hires. You will be responsible for managing departmental KPI’s in partnership with the leadership team and the Director of Technical Support, to ensure the Technical Support team is operating efficiently and effectively in identify/action process improvements as necessary. You will be a leader in collaborating with cross functional teams to solve client issues
This role reports to the Director, Global Technical Support.
Day in the Life
- Lead the day-to-day operations of a geographically dispersed team of Technical Support Specialists fostering an environment for exceptional customer support to our highest-value customers
- Own support escalations, ensure customer resolution, eliminate roadblocks for your team, and empower accountability for team performance and customer SLAs.
- Work closely with key partners in Product and Engineering to identify gaps, surface customer bugs, trends, feedback, and issues in a data-driven way.
- Partner with Operations and Leadership to own teams KPI’s and Support metrics to improve efficiency, drive OKRS, and enhance the overall support experience.
- Guide team members with clear performance and development structure and continuous feedback. Ensure your team possesses the technical skills to perform their daily duties effectively and effectively to deliver outstanding customer experience. Support team growth by ensuring the right skills are in place and investing in their professional development.
- Day-to-day operations may include but are not limited to staffing/scheduling, training, development, rewards/recognition, benchmarking, and coaching
- Stay current with product updates, system changes, and customer support team procedures and best practices
- Acting Manager on duty during after hours and weekend as needed
- Flexibility to travel to company events and team offsites when required
- This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time
Who You Are
- 3+ years of experience as a manager within a Technical Support SaaS team
- 5+ years of experience in a technical support role for an enterprise SaaS product. Technical background to provide hands on support to the team and clients as well as manage escalations effectively
- Driver of operational excellence, including measuring key metrics, process improvement initiatives, documentation, and change management
- Comfortable engaging directly with senior leaders and executives of fortune 500 companies during escalations and incidents
- Experienced in Knowledge Centered Service frameworks (KCS) with emphasis on leading and coaching teams within the framework
- Maintain a high degree of cross functional collaboration and communication with product, engineering, customer success, professional services, and senior executive leadership teams to identify problems using data
- Knowledge of API, SSO, and FTP troubleshooting
- Experience with ticket management systems and call tracking applications
- Able to work Pacific Time hours, including weekends and holidays as needed
What Sets You Apart
- Experience identifying and creating training opportunities
- Experience managing a global distributed team in LATAM/APAC
- Prior experience with HR technology/Learning and development software and services
- Experience with optimizing self-service programs in a support environment (content optimization, search optimization, rules-based chatbot configuration and optimization, gen-AI chatbot configuration and optimization)
Compensation and Benefits at Degreed
Degreed is passionate about pay transparency and we are committed to fair and equitable compensation practices. The pay range for this role is $115,000 - $130,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits and wellness programs:- Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
- Dental and vision plans for you and your family
- Employer-paid life insurance, AD&D, short-term disability, and long-term disability
- Company equity
- 401(k) Retirement Savings Plan with up to 4% match
- Company funded HSA and dependent care FSA (pending eligibility)
- Generous Parental Leave
- Unlimited Paid Time Off and 5 sick days per year
- Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything!)
- One-time Home Office Stipend to make your workspace more comfortable
- Monthly internet and phone stipend
- Monthly wellness stipend through Forma
- Wellness programs focused on your financial, physical, and mental wellbeing
Work Environment & Physical Demands
Degreed is a remote-first company, however our roles are open to in-office or hybrid if you live in a city with a physical office location. This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our US and International colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will be required to operate a laptop computer, computer software platforms, and other office productivity machinery as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, and must be able to observe and interpret written and/or verbal communication.Additional Information
Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Degreed uses the E-Verify employment verification program.
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