Customer Technical Support Manager
About The Position
At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology. The Operations Manager will lead a global B2B technical support team across the U.S. and India. In this role, you’ll manage a customer‑facing, multi‑service support organization focused on delivering timely, high‑quality service and a great customer experience. You’ll also drive operational improvements and work closely with cross‑functional partners—including IT, Sales, Product, Legal, and Compliance—to support customers and strengthen our overall support programs.
Requirements
- 3+ years experience managing teams in customer service, technical support, or relationship management roles
- 5+ years in customer support or operations
- Bachelor’s degree in business, finance, computer science, or equivalent experience
- Experience with ticketing systems and CRMs (Salesforce preferred)
- Experience supporting B2B customers and working in a customer‑facing technical or operations environment
- Available for after hours/on call support
Nice To Haves
- Familiarity with ITIL (Information Technology Infrastructure Library) best practices or service management frameworks
- Experience with reporting and data analysis (Excel, CRM reporting tools)
Responsibilities
- Lead the day‑to‑day operations of a global B2B support team, overseeing customer inquiries, incident response, escalations, reporting, and workload management
- Drive a seamless and high‑quality customer experience through consistent support delivery and continuous process improvements
- Analyze support data, trends, and metrics to identify opportunities for operational efficiencies and service enhancements
- Partner closely with cross‑functional teams—including Sales, Product, Technology, Legal, and Compliance—to resolve issues and align on customer needs
- Build, coach, and develop a high‑performing, inclusive team through clear goals, feedback, and career development
- Contribute to the broader direction, strategy, and ongoing improvement of the Global Service and Support organization
Benefits
- TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups.
- Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
