Manager, Technical Support

Greenhouse

United States
Base: $79,000 - $107,000; bonus/equity: not specif...
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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 focused on solving complex customer issues while fostering a collaborative and inclusive environment. The ideal candidate will possess strong leadership skills, a background in technical support, and a commitment to customer satisfaction. **

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: 75

** Greenhouse is seeking a Manager of Technical Support to lead a team focused on solving complex customer issues while fostering a collaborative and inclusive environment. The ideal candidate will possess strong leadership skills, a background in technical support, and a commitment to customer satisfaction. **

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) with match, paid holidays, sick leave, vacation time

Skills & Requirements

Must-have

  • Lead technical support specialists
  • Own customer experience end to end
  • Monitor and coach team metrics
  • Identify patterns in support tickets
  • Foster psychological safety
  • Partner with cross-functional teams
  • Use AI tools for support functions

Nice-to-have

  • Natural leadership style
  • 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 team mentorship
  • On-call on weekends & holidays
  • Outstanding customer service skills
  • Exceptional written and verbal communication
  • Zendesk experience

Work Rights

Authorized to work in the United States

Tailored Resume

Cover Letter