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
Monitor and coach team metrics
Greenhouse is seeking a Manager of Technical Support to lead a team of specialists in providing exceptional customer experience by solving complex issues. The role emphasizes leadership, data-driven decision-making, and a commitment to team development and customer advocacy

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 providing exceptional customer experience by solving complex issues. The role emphasizes leadership, data-driven decision-making, and a commitment to team development and customer advocacy.

Salary

Base: $79,000 - $107,000; Bonus/Equity: Not specified; Benefits: Medical, dental, vision insurance, 401(k) plan and company match, paid holidays, paid sick leave, flexible paid time off

Skills & Requirements

Must-have

  • Lead technical support specialists
  • Own customer experience end to end
  • Monitor and coach team metrics
  • Identify root cause fixes
  • Partner with cross-functional teams
  • Experience with Zendesk
  • Experience using AI tools

Nice-to-have

  • Foster psychological safety
  • Advocate for team needs
  • Experience in recruiting and hiring

Key Requirements

  • 5+ years in Technical Support
  • 2+ years of management experience
  • Proven experience in customer-facing mentorship
  • Open to being on-call on weekends & some holidays
  • Outstanding customer service skills
  • Exceptional written and verbal communication skills
  • Proven track record of staying calm under pressure

Work Rights

Must be authorized to work in the US

Tailored Resume

Cover Letter