Manager, Technical Support

Greenhouse

United States
Base: $79,000 - $107,000; bonus/equity: not specif...
On-site
Lead technical support specialists
Solve complex customer issues
Monitor team metrics
Greenhouse is seeking a Manager of Technical Support to lead a team dedicated to enhancing the customer experience through effective problem-solving and mentorship. The ideal candidate will have substantial experience in technical support and management, with a focus on data-driven decision-making and team development

Job Summary

  • Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems.
  • Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions.
  • Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early.

Matching Summary

Match Score: 85

Greenhouse is seeking a Manager of Technical Support to lead a team dedicated to enhancing the customer experience through effective problem-solving and mentorship. The ideal candidate will have substantial experience in technical support and management, with a focus on data-driven decision-making and team development.

Salary

Base: $79,000 - $107,000; Bonus/Equity: Not specified; Benefits: Medical, dental, vision insurance, life insurance, mental health resources, financial wellness, paid parental leave, disability coverage, 401(k) plan and company match, paid holidays, paid sick leave, paid vacation time/flexible PTO

Skills & Requirements

Must-have

  • Lead technical support specialists
  • Solve complex customer issues
  • Monitor team metrics
  • Coach team members
  • Foster psychological safety
  • Partner with cross-functional teams

Nice-to-have

  • Natural leadership style
  • Data-driven decision making
  • Calm under pressure
  • Advocate for team and customers
  • Systems thinking for root cause fixes

Key Requirements

  • 5+ years in Technical Support
  • 2+ years management experience
  • Customer-facing mentorship experience
  • On-call on weekends & holidays
  • Experience using AI tools
  • Zendesk experience

Work Rights

Must be authorized to work in the United States

Tailored Resume

Cover Letter