Manager, Technical Support

Greenhouse

United States
Base: $79,000 - $107,000; bonus/equity: not specif...
On-site
Lead technical support specialists
Monitor team metrics
Coach team members
Greenhouse is seeking a Manager of Technical Support to lead a team dedicated to resolving complex customer issues. The ideal candidate will have substantial experience in technical support and team management, focusing on enhancing customer experiences and fostering a supportive team environment

Job Summary

  • Manage 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 dedicated to resolving complex customer issues. The ideal candidate will have substantial experience in technical support and team management, focusing on enhancing customer experiences and fostering a supportive team environment.

Salary

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

Skills & Requirements

Must-have

  • Lead technical support specialists
  • Monitor team metrics
  • Coach team members
  • Identify patterns in support tickets
  • Partner with cross-functional teams
  • Use AI tools for support

Nice-to-have

  • Coach and develop others
  • Data-driven decision making
  • Calm under pressure
  • Advocate for team and customers
  • Systems thinking approach

Key Requirements

  • 5+ years in Technical Support
  • 2+ years of management experience
  • Customer-facing mentorship experience
  • On-call rotation (3x per quarter)
  • Zendesk experience

Work Rights

Must be authorized to work in the US

Tailored Resume

Cover Letter