Manager, Technical Support

1 мес. назад

IrelandEuropeLead

technical supportteam leadershipcustomer serviceproblem solving

Manager of Technical Support team, leading and enabling them to provide exceptional consultative support to a global customer base.

Обязанности

We are looking for an experienced, dynamic, and resilient Manager, Technical Support to lead and grow our support team based in Dublin. This role is perfect for a proven leader who thrives in a fast-paced, hyper-growth SaaS environment and is passionate about team development, hands-on crisis management, and operational excellence. In this role, you will manage a multi-tiered team consisting of both Technical Support Associates (TSAs) and Technical Support Engineers (TSEs) who are on the front lines, helping our customers across Europe, Asia, and the US maximize the value of the Revenue AI Platform. You will be comfortable navigating ambiguity and managing day-to-day customer escalations in real time. Additionally, you will support our external vendor operations on an as-needed basis
Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that thrives under pressure, focuses on continuous improvement, and delivers exceptional customer results globally.
Mentor and Develop a Multi-Tiered Team: Directly manage, coach, and motivate both Technical Support Associates and Technical Support Engineers, tailoring your leadership style to foster growth from entry-level troubleshooting to complex technical engineering.
Day-to-Day Escalation Management: Serve as the frontline escalation point, managing high-priority customer escalations on a daily basis with tact, urgency, and clear communication to ensure swift and satisfactory resolution.
Vendor Operations Support: Act as a collaborative point of contact to support our vendor partners as needed, ensuring external teams are aligned with 's internal workflows, quality standards, and culture.
Champion Technical Enablement & Training: Play a collaborative role in supporting our team's enablement programs. You will be crucial in ensuring that onboarding and ongoing training are effective, helping your team rapidly build deep product and technical expertise.
Recruitment and Onboarding: Actively participate in recruiting, interviewing, and hiring new TSAs and TSEs to quickly scale our Dublin-based hub while maintaining a high talent bar.
Drive Global Operational Excellence:  Track, manage, and hold your internal team accountable to high performance against our global support organization's KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution) in a fast-moving environment.
Process Optimization: Champion process improvements and tool best practices to increase team productivity and enhance the overall customer support experience.

Требования

3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team within a fast-paced B2B SaaS environment
Proven Escalation Handling : Demonstrated experience managing and resolving critical, time-sensitive customer escalations on a day-to-day basis while maintaining composure and professionalism.
Multi-Tier Management Experience: Proven success leading teams that comprise both tier-1 frontline support (Associates) and higher-tier technical support (Engineers).
Data-Driven Performance Accountability: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose performance gaps and hold individual contributors accountable to global organization standards.
Global Support Awareness: Proven ability to manage and motivate a team in a fast-paced, high-volume environment supporting a diverse, global customer base across regions like Europe, Asia, and the US.
Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts and provide candid, constructive feedback.
Tooling: Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.).

Будет плюсом

Experience interfacing with, coaching, or supporting external vendor operations or outsourced support workflows.
Experience with ’s platform and products.
Technical familiarity with common integrations (e.g., CRM systems like Salesforce, telephony platforms like Zoom/Dialpad, or APIs).
We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All recruiting email communications will always come from the @.io domain. Any outreach claiming to be from via other sources should be ignored.
is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
To review 's privacy policy, visit for more details.
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Другое

harnesses the power of AI to transform how revenue teams win. The Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit
At , you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, is the place to do the best work of your career.
As a Manager, Technical Support based in our Dublin hub, you will be at the forefront of the leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support experience for our global customer base. You will empower your team to be proactive, innovative, and strategic problem-solvers in a fast-paced, high-volume environment. This role is about more than just managing queues; it's about building a scalable function that delights customers long-term, supporting our external vendor operations, and achieving operational excellence across diverse tiers of technical support.