Manager, Technical Support

Axon • Scottsdale, AZ

124d

About The Position

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Requirements

• Bachelor’s Degree or equivalent work experience
• 5+ years of experience in a customer facing role
• 3+ years of experience of managing customer support teams or relevant Axon Customer Support experience
• 2+ years of experience working with incident ticketing / tracking systems
• Excellent communication and negotiation skills
• Technology/software/SaaS industry experience
• Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferred
• Networking certifications a plus
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Nice To Haves

• Networking certifications

Responsibilities

• Develop procedures and policies for better handling of customer correspondence and customer complaints
• Monitor business and process metrics to measure and manage technical support & customer service effectiveness
• Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
• Oversee and maintain the Technical Support team across multiple cities & countries
• Maintain in-depth working knowledge of the company’s products, systems and processes
• Schedule meetings with the internal teams to discuss and resolve technical failures/customer concerns
• Manage hiring, training, retention and performance of the support teams
• Act as the Voice of the Customer across the organization
• Identify new tools and technologies to better serve the customer
• Monthly & Quarterly reviews of metrics and customer focused OKRs
• Daily issue triage and escalation handling
• Provide leadership and guidance in managing, monitoring, measuring and improving the Customer Support experience
• 1:1s with direct management team

Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Snacks in our offices

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees