Technical Support Manager

Salary: $121,000 - 161,000 per year Requirements:

• We require at least 5 years of experience in a similar environment.
• We need a strong understanding of technical support processes and core service principles.
• We expect experience in a contact center setting.
• We require familiarity with CRM and SaaS applications.
• We need proven ability to multitask accurately and with attention to detail.
• We expect the ability to work effectively in a team and adapt to frequent change.
• We need strong organization and time management skills, including schedule planning.
• We require the ability to respond promptly to service-related emails, calls, and other communications.
• We need schedule flexibility, including weekend availability.
• We prefer an associate degree or two years of college.
• We prefer experience working in a remote environment.
• We prefer experience troubleshooting point-of-sale hardware and software.
• We prefer restaurant industry experience.
• We prefer self-motivation and strong people leadership skills.
• We prefer excellent oral, written, and interpersonal communication skills.
• We prefer a consistent work ethic and dependable performance.
• This role is open only to candidates authorized to work in the United States without sponsorship, now or in the future.

• We lead and motivate a team of Technical Support Specialists handling inbound calls and emails around the clock.
• We manage customer service quality, including inquiries, complaints, and overall customer interactions.
• We monitor and assess team performance through Zendesk audits, coaching, learning opportunities, and corrective action when needed.
• We help develop strategies, policies, and SOPs that support compliance and performance targets.
• We provide coverage when staffing is short and support weekends and holidays as needed.
• We manage scheduling, time-off requests, and payroll hour approvals for assigned associates.
• We assist with complex customer issues and escalations to ensure timely technical resolution.
• We run team meetings and one-on-ones to reinforce best practices, process updates, and expectations.
• We coordinate training and ongoing development to strengthen the skills and knowledge of our support specialists.
• We look for ways to streamline workflows through technology and improve operational efficiency.
• We review support processes, identify gaps, and implement improvements that enhance customer satisfaction.
• We oversee incident management during high-impact events to maintain service quality.
• We collaborate with other departments to prioritize and communicate customer needs for continuous improvement.
• We partner with Human Resources to recruit, hire, and retain strong support talent.

• Cloud
• CRM
• Hardware
• Incident Management
• Support
• Zendesk

More:

We are HungerRush, a leading provider of integrated restaurant solutions. Our flagship product, HungerRush 360, is a cloud-based POS platform that helps restaurants improve guest experiences, build loyalty, and manage operations from anywhere. Our all-in-one system brings together digital ordering, delivery, customer engagement, restaurant management, and payment processing, giving operators greater visibility, control, and the ability to grow profitably. We are an equal opportunity employer and offer a role with significant team leadership, coaching, and cross-functional collaboration in a 24/7 support environment.

last updated 33 week of 2026