Manager, Technical Support

Greenhouse

2d • $79,000 - $107,000 • Remote

About The Position

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire.
Join us to do the best work of your career, solving meaningful problems with remarkable teams.
Greenhouse is looking for a Manager, Technical Support to join our team.

In this role, you'll lead a team of frontline Technical Support Specialists dedicated to solving complex customer issues - not just managing tickets, but owning the customer experience end to end. Reporting to the Director of Technical Support, you'll bridge technical troubleshooting and high-level strategy, ensuring your team has the tools, training, and temperament to excel in a fast-paced environment.

Requirements

• 5+ years in Technical Support, with at least 2 years of management experience.
• Proven experience in a customer-facing team in a mentorship capacity (Senior level or above)
• Open to being on-call on weekends & some holidays [3x per quarter]
• Outstanding customer service skills – empathetic, responsive, and solutions-focused
• Exceptional written and verbal communication skills
• Experience using AI tools to improve support functions for your team and customers
• Zendesk experience
• A proven track record of staying calm under pressure during outages or high-volume periods
• Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

• Experience in recruiting and hiring, a plus
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren’t always in alignment with a given role — but those are qualities we value at Greenhouse. If you don’t meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Responsibilities

• Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems
• Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions
• Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations
• Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals
• Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms
• Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early
• Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows
• Additional projects and responsibilities as business needs require

Benefits

• Greenhouse provides a variety of benefits to employees, including medical, dental, and vision insurance, basic life insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program.
• For US-based employees, we offer short-term and long-term disability coverage, a 401(k) plan and company match.
• U.S. based employees also receive, per calendar year, up to 14 scheduled paid holidays and up to 80 hours of paid sick leave.
• Non-exempt employees accrue up to 20-25 days of paid vacation time annually, depending on tenure, and exempt employees have flexible paid time off (PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed