Manager, Technical Support

Greenhouse

United States
$79,000 - $107,000 py
On-site
Manage technical support specialists
Monitor and coach team metrics
Advocate for product and process changes
Greenhouse is seeking a Manager of Technical Support to lead a team focused on resolving complex customer issues and enhancing the customer experience. The ideal candidate will have a strong background in technical support, leadership experience, and a data-driven approach to problem-solving

Job Summary

  • Lead a team of frontline Technical Support Specialists dedicated to solving complex customer issues, owning the customer experience end to end.
  • Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions.
  • Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows.

Matching Summary

Match Score: 85

Greenhouse is seeking a Manager of Technical Support to lead a team focused on resolving complex customer issues and enhancing the customer experience. The ideal candidate will have a strong background in technical support, leadership experience, and a data-driven approach to problem-solving.

Salary

$79,000 - $107,000

Skills & Requirements

Must-have

  • Manage technical support specialists
  • Monitor and coach team metrics
  • Advocate for product and process changes
  • Partner with cross-functional teams
  • Experience using AI tools for support

Nice-to-have

  • Foster psychological safety
  • Recognize strong performance
  • Address burnout early
  • Unique talents and perspectives

Key Requirements

  • 5+ years in Technical Support
  • 2+ years of management experience
  • Proven mentorship experience
  • On-call on weekends & holidays
  • Zendesk experience

Work Rights

Must be authorized to work in the US

Tailored Resume

Cover Letter