Sr. Manager, Technical Support
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What you'll do
- Lead global support managers and teams, establishing priorities, performance expectations, and operating practices that drive consistent service across regions and support tiers.
- Own key Support KPIs including total time to resolution (TTR), customer effort score (CES), average first response time (AFRT), QA, escalations, productivity, etc. Use data to identify trends and drive measurable improvements.
- Evaluate workflows, tools, staffing, and team capabilities to improve efficiency, scalability, quality, and the customer experience.
- Establish effective case and escalation practices while ensuring Support data provides meaningful insights to Product, Engineering, and other stakeholders.
- Champion and implement practical uses of AI and automation to streamline workflows, improve knowledge management, support case resolution, and increase team productivity while maintaining appropriate quality and human oversight.
- Coach and develop support managers and team members, building accountability, engagement, and career growth across the organization.
- Collaborate cross-functionally with Product, Engineering, Customer Success, and other leaders to represent the voice of the customer and drive improvements to products, processes, and support experiences.
- Develop and implement programs that improve the scalability and effectiveness of Technical Support and lead teams through operational change.
What they're looking for
- 8+ years of experience in technical support, customer support, service operations, or a related field, with 3+ years leading people leaders and/or complex support teams.
- Proven experience leading global technical support operations in a SaaS or enterprise technology environment.
- Demonstrated success managing Support KPIs, operational performance, escalations, and continuous improvement.
- Strong analytical and problem-solving skills with the ability to translate data and customer insights into action.
- Proven ability to coach and develop managers and high-performing teams.
- Strong cross-functional leadership and influencing skills, particularly with Product, Engineering, and Customer Success.
- Experience implementing process improvements, automation, or technology-enabled solutions that improve efficiency and customer experience.
- Demonstrated ability to effectively use AI tools and emerging technologies to enhance productivity, streamline workflows, and support better decision-making.
- Experience with Salesforce Service Cloud, JIRA, or similar tools.
- Excellent communication, presentation, and organizational skills with the ability to manage multiple priorities in a fast-paced global environment.
Nice to have
- Bachelor’s degree preferred, or equivalent combination of education and experience.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Reputation
Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.
Your Role at Reputation:
As Sr. Manager, Technical Support, you will lead global technical support operations, ensuring teams deliver efficient, high-quality experiences that resolve customer issues and build long-term trust. You will lead Support managers and teams, drive performance against key metrics, and establish scalable processes, tools, and operating practices.
You will balance strategic leadership with a strong connection to day-to-day operations, using data, technology, and customer insights to improve efficiency, quality, and scalability. You will also partner closely with Product, Engineering, and Customer Success to address customer pain points and leverage AI and automation to enhance productivity and the customer experience.
How You’ll Shape the Experience:
Lead global support managers and teams, establishing priorities, performance expectations, and operating practices that drive consistent service across regions and support tiers.
Own key Support KPIs including total time to resolution (TTR), customer effort score (CES), average first response time (AFRT), QA, escalations, productivity, etc. Use data to identify trends and drive measurable improvements.
Evaluate workflows, tools, staffing, and team capabilities to improve efficiency, scalability, quality, and the customer experience.
Establish effective case and escalation practices while ensuring Support data provides meaningful insights to Product, Engineering, and other stakeholders.
Champion and implement practical uses of AI and automation to streamline workflows, improve knowledge management, support case resolution, and increase team productivity while maintaining appropriate quality and human oversight.
Coach and develop support managers and team members, building accountability, engagement, and career growth across the organization.
Collaborate cross-functionally with Product, Engineering, Customer Success, and other leaders to represent the voice of the customer and drive improvements to products, processes, and support experiences.
Develop and implement programs that improve the scalability and effectiveness of Technical Support and lead teams through operational change.
The Skills That Set You Apart:
8+ years of experience in technical support, customer support, service operations, or a related field, with 3+ years leading people leaders and/or complex support teams.
Proven experience leading global technical support operations in a SaaS or enterprise technology environment.
Demonstrated success managing Support KPIs, operational performance, escalations, and continuous improvement.
Strong analytical and problem-solving skills with the ability to translate data and customer insights into action.
Proven ability to coach and develop managers and high-performing teams.
Strong cross-functional leadership and influencing skills, particularly with Product, Engineering, and Customer Success.
Experience implementing process improvements, automation, or technology-enabled solutions that improve efficiency and customer experience.
Demonstrated ability to effectively use AI tools and emerging technologies to enhance productivity, streamline workflows, and support better decision-making.
Experience with Salesforce Service Cloud, JIRA, or similar tools.
Excellent communication, presentation, and organizational skills with the ability to manage multiple priorities in a fast-paced global environment.
Bachelor’s degree preferred, or equivalent combination of education and experience.
Our Benefits & Perks
We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:
Paid Time Off:
Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
Health and Welfare Benefits
Multiple medical and dental plan options, plus 100% company paid vision coverage
401k available through Fidelity
Paid Parental Leave for all eligible employees as of day 1 of employment
Employer paid short and long term disability and life insurance
Critical Illness, Accident & Hospital Indemnity insurance
Employee Assistance Program (EAP)
Access to a wide variety of perks and wellbeing apps:
- PerkSpot: Employee discount program
- Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships
- Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health
- Omada: Virtual prevention and physical therapy program
- Ladder: Supplemental life insurance
- SoFi: Financial wellbeing platform with 1:1 advice
- Fetch: Pet insurance discount program
- Spring Health for Guardian: Virtual mental health support
- XP Health for Guardian: Virtual eyewear platform
- Rate.com: Mortgage services discount program
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.
Applicants only - No 3rd party agency candidates.
Company
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