Manager, Technical Support

Gong.io-posted about 2 months ago
$106,350 - $133,500/Yr
Full-time • Manager
Salt Lake City, UT
1,001-5,000 employees
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As a Manager, Technical Support, you will be at the forefront of the Gong leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support experience for our customers. You will empower your Technical Support Associates to be proactive, innovative, and strategic problem-solvers. This role is about more than just managing queues; it's about building a scalable function that delights customers long-term while achieving operational excellence.

  • Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that is focused on continuous improvement and delivering exceptional customer results.
  • Mentor and Develop a High-Performing Team: Directly manage, coach, and motivate a team of Technical Support Associates, fostering a culture of continuous learning, curiosity, and high accountability.
  • Champion Technical Enablement & Training: Play a key, collaborative role in the development and execution of our support enablement program.
  • Recruitment and Onboarding: Actively participate in the recruiting, interviewing, and hiring of new Technical Support Associates to quickly scale the team while maintaining a high talent bar.
  • Performance Management: Set clear performance expectations and provide regular feedback through 1:1s, performance reviews, and calibration sessions.
  • Foster Collaboration: Encourage and facilitate a culture of knowledge sharing and collaboration within the team and with cross-functional partners.
  • Manage to World-Class SLAs and KPIs: Develop, track, and manage key performance indicators (KPIs) and service level agreements (SLAs).
  • Process Optimization: Champion process improvements, tools, and best practices to increase team productivity and enhance the overall customer support experience.
  • Escalation Management: Handle high-priority customer escalations with tact, urgency, and clear communication.
  • 3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team, preferably within a B2B SaaS environment.
  • Demonstrated success managing operational performance using SLAs (e.g., FTR, TTR) and key KPIs (e.g., CSAT, quality scores).
  • Proven ability to manage and motivate a team in a fast-paced, high-volume, and high-growth organizational setting.
  • Exceptional written and verbal communication skills, with the ability to articulate technical concepts and provide candid, constructive feedback.
  • Proven ability to drive the successful adoption and effectiveness of enablement programs, particularly for entry-level technical staff.
  • Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.).
  • Data-Driven Decision Making: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose operational weaknesses and drive strategic improvements.
  • We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
  • Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
  • Mental Health benefits with covered therapy and coaching.
  • 401(k) program to help you invest in your future.
  • Education & learning stipend for personal growth and development.
  • Flexible vacation time to promote a healthy work-life blend.
  • Paid parental leave to support you and your family.
  • Company-wide recharge days each quarter.
  • Work from home stipend to help you succeed in a remote environment.
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