Technical Account Manager

ClickBuzz SMS helps businesses in the U.S. and abroad reach their customers by text message. We're hiring our first T echnical Account Manager to be the person our clients count on: when they reach out, you make sure they hear back fast, their request is ticketed, and it gets solved — by you or by the right person on our team. We'll teach you our platform inside and out. You bring a technical mind, great people skills, and the drive to own every ticket until it's closed. What you'll do 1. Be the first responder for our clients Respond to client requests from our portal, email, phone, text and T elegram within our SLA targets Cover core business hours and stay responsive after hours: when a message comes in from a client in another time zone, enter a ticket or resolve it Keep clients updated until their issue is resolved 2. Own the ticketing process Make sure every client request is entered in our ticketing system with the right priority, category and details Keep your queue organized and up to date at all times Help set and maintain SLAs, timelines and escalation rules 3. Understand, resolve or route Work out what the client is actually asking for and why Resolve common technical and account issues yourself after training Page 3 of 13 T echnical Account Manager — Hiring Plan Route anything else to the right team member with a clear, complete ticket, and follow up until it's done 4. Hold the team accountable Track open tickets against SLA deadlines and chase them before they're late Report weekly on ticket volume, response times, and recurring problems 5. Set new clients up to self-serve Give new clients access to our portal and show them how to use it, including submitting tickets Who you are personable, self-motivated, calm under pressure, and highly organized. You like solving problems, and you know when to hand one off . Why join us a founding role with direct access to the owners, the chance to shape how we support clients, and a path to lead a support and success team as we grow. Salary $75,000–$85,000 per year, based on experience. Health insurance with 50% of your premium paid by ClickBuzz, eligible after your first 90 days, 2 weeks of paid time off every year, refreshed each January Experience requirements Must have 3–5 years in a client-facing technical role: technical account management, technical support, help desk, or customer success at a SaaS, telecom or tech company Daily use of a ticketing system (Zendesk, Freshdesk, Jira Service Management or similar), keeping a queue organized, prioritized and current Experience working to SLAs: meeting response times, escalating on time, and chasing others to close tickets Strong troubleshooting instincts: can figure out what a client is really asking and decide whether to fix it or route it Clear, friendly communication in writing and by phone, including with clients whose first language isn't English Willing and able to stay responsive after hours on a regular basis (phone, T elegram, alerts) Strongly preferred A technical degree (IT , information systems, computer science, engineering) or equivalent hands-on technical experience Nice to have Experience with SMS, VoIP , telecom or messaging platforms Comfort reading API docs, logs or delivery reports (reading, not coding) Has helped set up SLAs, escalation paths or a support process from scratch Has supported international clients across time zones Spanish or Dutch Fluency Not required Programming skills. We'll train you on our platform. #J-18808-Ljbffr