Manager, Technical Support

Base Salary Range: $100000 - $130000

Job Title: Manager, Technical Support
Job ID: 86813
Location: Vancouver, British Columbia


Overview:
We are seeking a highly motivated, client-focused individual to join the Technical Support team. As part of the Technical Support team, the Manager, Technical Support will lead customer-facing teams in a 24/7 environment. You will be responsible for the team’s day-to-day operations, leading a team of 6–12 experienced subject matter experts. The Manager will build strong relationships with peers to execute departmental strategies. In this role, you will have the opportunity to hire, coach, and lead a growing team. Your accountabilities will include reporting on key metrics, handling client escalations, and identifying opportunities to improve client experience. You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution, implement best practices, and maintain high client satisfaction.


What you will be doing:

• Leads a team that is responsible for providing a high level of technical support and customer satisfaction

• Conducts weekly 1:1s, prepares performance assessments, and mentors and guides the professional and technical development of your team members.

• Provides continuous feedback, addresses underperformance, and recognizes the individual strengths and contributions of your team members.

• Develops a superior understanding of products and services.

• Monitors and analyzes support metrics, customer feedback, and system performance to drive continuous improvement.

• Manages staffing plans and work scheduling.

• Facilitates open communication between Technical Support and other departments.

• Collaborates with development and product teams to address software issues, bug fixes, and feature enhancements.

• Provides training and mentoring to support staff to ensure continuous skills development and high team performance.

• Stays updated on industry trends, emerging technologies, and best practices to improve support operations.

• Manages and resolves escalations related to the support process, direct reports, or product.

• Oversees documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.

• Provides world-class customer experience in all parts of work.

What you must have:

• Successful candidates will exhibit strong communication and people management skills and will act as personable relationship builders who demonstrate effective leadership through change.

• The successful candidate has a strong track record as a servant leader, with a strong focus on clearing roadblocks and enabling their teams to best support customers.

• You will have demonstrated leadership experience in a customer or end-user SaaS support environment and possess strong technical problem-solving abilities with a customer service orientation.

• Previous experience in a SaaS or enterprise-grade organization.

• Post-secondary education (a minimum of an undergraduate degree is preferred).

• 10 years of SaaS support experience in a client-facing role.

• At least 5 years of progressive leadership experience within a support organization.

• Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non-technical stakeholders.

• Strong ability to set priorities and coordinate work efficiently and effectively.

• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

Other Information:
Working conditions

• The Technical Support team operates 24x7 using a follow-the-sun model.

• Managers may be required to work outside of business hours, including weekends and statutory holidays.

• This is a fully in-office role, with flexibility as required.

Salary/Rate Range: $100,000 -$130,000 CAD


Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
 
 
For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com