Job Title: Technical Support and Service Manager
Location: Pembroke Pines, FL
Job Type: Direct Hire
Referral Fee: +/- $1000
Employment Eligibility: Gravity can only consider U.S. Citizens or Green Card Holders at this time.
Position Overview
We are seeking an experienced and strategic Technical Support and Service Manager to lead our growing Support and Customer Service teams. This role oversees the performance and operational excellence of two critical functions: Technical Support and Customer Service , including their respective team leads and all team members. While the Support Technical Lead and Customer Service Lead provide day-to-day coordination and technical expertise, the Technical Support and Service Manager holds full managerial responsibility for both teams.
This individual will play a pivotal role in enhancing our customer experience—delivering fast, effective, and empathetic support—while working closely with onboarding, product, and engineering teams.
Key Responsibilities
Team Leadership & Management
- Directly manage the Technical Support and Customer Service teams, including their team leads.
- Provide regular coaching, performance feedback, and career development guidance to all team members.
- Establish clear goals and expectations, ensuring alignment with overall company objectives.
- Foster a culture of collaboration, accountability, and customer-first thinking.
Service and Support Operations
- Ensure SLA, CSAT, and resolution time targets are consistently met across all support channels.
- Oversee ticket workflows, escalations, and performance metrics for all support tiers.
- Collaborate with the Support Technical Lead (Tier 4) on high-impact escalations and mentoring of Tier 1–3 staff.
- Partner with the Customer Service Lead to ensure frontline interactions reflect organizational standards for tone, professionalism, and empathy.
Cross-Functional Collaboration
- Serve as the operational leader for support and service, maintaining strong relationships with Product, Engineering, and Onboarding teams.
- Escalate recurring issues and critical customer pain points to the appropriate stakeholders for resolution and prioritization.
Process Optimization & Enablement
- Continuously improve support and service workflows, documentation, and training materials.
- Implement and maintain QA and feedback loops to ensure consistent, high-quality interactions.
- Manage the support technology stack, including help desk platforms, knowledge bases, and customer engagement tools (e.g., HubSpot, RingCentral, ChurnZero, Document360).
Customer Experience & Voice of the Customer
- Analyze support trends and customer feedback to identify opportunities for product and service improvements.
- Deliver actionable insights and recommendations to company leadership.
- Lead retrospectives following major incidents to drive root-cause resolution and process enhancements.
Qualifications
Experience
- 7+ years in customer support, technical service, or customer experience roles within a SaaS environment.
- 3+ years of direct people management experience, ideally managing both technical and non-technical teams.
- Proven track record of collaborating with Product and Engineering teams to resolve customer-impacting issues.
Technical Skills
- Familiarity with SQL, Java, Python, and API integrations; able to guide teams during technical escalations and work effectively with engineering.
- Strong understanding of customer service and technical support best practices.
- Proficient with support systems, ticketing platforms, documentation tools, and analytics dashboards.
Leadership & Communication
- Inspirational leader capable of developing talent, leading through change, and driving accountability.
- Exceptional communicator, able to convey both technical and non-technical concepts clearly.
- Adept at balancing customer empathy with operational and business priorities.
Education
- Bachelor’s degree in a technical or business-related field preferred.
- Equivalent work experience may be considered in lieu of formal education.