Senior Technical Support Manager Position

Há 3 dias

São Paulo, São Paulo, Brasil beBeeLeadership Tempo inteiro US$100.000 - US$120.000
Technical Support Manager Role

This is a senior role in the Technical Support team where you will lead a team of technical support engineers and be responsible for coaching, developing, and empowering them to provide world-class customer service.

You will manage onboarding, mentoring, and ongoing development of team members, drive operational efficiency through KPI tracking, process optimization, documentation, and change management, conduct performance evaluations, and act as a liaison between Technical Support and cross-functional teams.

As a leader in this role, you will oversee compliance activities and quality reviews within the support environment and identify and escalate systemic issues and emerging customer trends.

Responsibilities
  • Lead and develop a team of technical support engineers
  • Manage onboarding, mentoring, and ongoing development of team members
  • Drive operational efficiency through KPI tracking, process optimization, documentation, and change management
  • Conduct performance evaluations and provide feedback
  • Act as a liaison between Technical Support and cross-functional teams

What We Look For:

  • 6+ years of experience in a technical, customer-facing role supporting enterprise SaaS products
  • 3+ years of experience as a team lead or manager in a technical support environment
  • Proven experience managing individuals in hybrid or remote team environments
  • An effective and proven technical background in software, including handling escalations and mentoring teams

Preferred Qualifications:

  • Experience with web-based applications or development
  • Proficiency in using Salesforce, JIRA, and other ticket/case management platforms
  • Experience providing and/or assisting with technical training, documentation, or knowledge base content creation

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