Technical Support Manager

Leading a team of Technical Support Specialists, the full-time Technical Support Manager will focus on delivering exceptional customer support, driving operational excellence, and building scalable processes in a remote environment. Key responsibilities Hire, onboard, coach, and develop a high-performing team while fostering a culture of accountability and customer obsession Ensure the team consistently delivers fast and technically sound support, maintaining high customer satisfaction Partner with Product and Engineering to resolve complex customer issues and advocate for customer needs across the organization Required qualifications 3+ years of leadership experience managing remote B2B support teams with a focus on coaching and performance improvement 5+ years of experience in customer-facing roles supporting technical SaaS products, preferably in a start-up or high-growth environment Strong technical capability in troubleshooting APIs, AI products, CRMs, and integrations Demonstrated customer empathy with the ability to balance customer needs and business goals Experience in creating systems and processes that enhance customer and team outcomes