Manager, Technical Support

Greenhouse

United States
Base: $79,000 - $107,000; bonus/equity: not specif...
On-site
Lead technical support specialists
Own customer experience end to end
Bridge technical troubleshooting and strategy
Greenhouse is seeking a Manager of Technical Support to lead a team of specialists in resolving complex customer issues while enhancing the overall customer experience. The position emphasizes leadership, data analysis, and collaboration across teams, fostering an environment of psychological safety and high performance

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.
  • 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 of specialists in resolving complex customer issues while enhancing the overall customer experience. The position emphasizes leadership, data analysis, and collaboration across teams, fostering an environment of psychological safety and high performance.

Salary

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

Skills & Requirements

Must-have

  • Lead technical support specialists
  • Own customer experience end to end
  • Bridge technical troubleshooting and strategy
  • Monitor and analyze support metrics
  • Coach team members on development
  • Foster psychological safety and high standards
  • 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
  • Experience in recruiting and hiring

Key Requirements

  • 5+ years in Technical Support
  • 2+ years of management experience
  • Proven customer-facing mentorship
  • On-call rotation (3x per quarter)
  • Outstanding customer service skills
  • Exceptional written and verbal communication
  • Experience using AI tools in support
  • Zendesk experience
  • Proven track record staying calm under pressure

Work Rights

Must be authorized to work in the US

Tailored Resume

Cover Letter