Customer Technical Support Manager
About The Position
The Customer Technical Support Manager will lead a global B2B technical support team across 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. This role will also report to the Senior Manager of IT Support. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
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
- day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options
- Spousal, domestic partner, and other eligible dependent coverage is available on select plans
- Tax‑advantaged HSA and FSA accounts
- Company‑paid basic life and AD&D
- Optional voluntary life and AD&D for you and your family
- Short‑ and long‑term disability
- Legal plan
- Pet insurance
- Travel accident coverage
- Adoption assistance
- Fertility planning coverage
- Caregiver support
- Dependent Care FSA for possibility of an employer match
- Complimentary Care@Work membership
- Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return
- 401(k) with employer match
- Employee Stock Purchase Plan (ESPP)
- Financial wellness resources
- Career coaching
- Optional long‑term care insurance
- Tuition reimbursement
- Flexible time off for exempt employees or paid time off for nonexempt employees
- Up to 12 paid holidays per year
- Commuter benefits
- Employee discounts
- Charitable gift matching
- Paid volunteer time off
- Corporate volunteer events
- 24/7 support including professional therapy, coaching, and emotional well‑being programs
- Guided meditation and resources that support physical, mental, social, and financial wellness
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What This Job Offers
Job Type
Full-time
Career Level
Manager
