Aquatic Technical Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Aquatic Technical Support Manager based in United States. This role leads a technical support function responsible for delivering fast, accurate, and customer-focused assistance across aquatic technology and equipment solutions. You will manage and develop a team of Customer Support Specialists and Technicians while establishing the processes, tools, and performance standards that support excellent service delivery. The position combines people leadership with hands-on technical problem-solving, troubleshooting, case management, and continuous process improvement. You will collaborate closely with Product, Engineering, Sales, and other teams to translate customer feedback into product and service improvements. A strong focus on knowledge management, training, KPIs, and customer experience will be central to your impact. This is a fully remote opportunity suited to an experienced aquatics professional who thrives in a dynamic environment and can lead distributed teams effectively. Accountabilities: - Lead, manage, and develop a customer-focused technical support team with varying levels of technical expertise and responsibilities, including Customer Support Specialists and Technicians. - Assess team capabilities, identify technical and professional development needs, and establish ongoing training programs to address skill gaps. - Define and monitor customer support KPIs, evaluate individual and team performance, and provide timely, constructive feedback to drive service quality. - Oversee the case management system, support workflows, escalation processes, and best practices to ensure consistent and efficient customer service. - Build and maintain a comprehensive technical knowledge base covering equipment troubleshooting, maintenance, repairs, and software functionality, including useful screenshots and video resources. - Make timely and informed decisions when resolving complex customer and technical issues, including situations where information may be incomplete.

- Partner with Product Management and Engineering to implement tools, features, and processes that strengthen technical support capabilities and improve the customer experience. - Launch and manage customer support surveys, analyze feedback and performance data, identify improvement opportunities, and communicate findings to leadership. - Foster a team culture centered on independent problem-solving, accountability, collaboration, and a strong client-first mindset. - Recruit, develop, and retain technical talent capable of combining strong technical expertise with effective customer service and communication skills. - Establish, document, and continuously improve policies, procedures, workflows, and processes supporting the technical support organization. - Collaborate with cross-functional teams to ensure customer insights and support trends contribute to broader product, service, and business improvements. Requirements: - Bring at least 5 years of commercial aquatics experience, including hands-on field equipment troubleshooting and diagnosis. - Have at least 3 years of management experience, ideally leading technical support, customer service, or similarly specialized teams. - Have prior experience as a Customer Support Specialist or in a comparable customer service role. - Possess a strong technical background and the ability to explain complex technical concepts clearly to non-technical customers and colleagues. - Demonstrate knowledge of enterprise web technologies, security concepts, modern infrastructure, software applications, and remote support environments. - Have strong knowledge of CRM systems and their functionality, with experience using NetSuite considered a plus. - Be skilled in analyzing customer and client data to identify trends, generate insights, and support informed decisions.