Senior Manager of Technical Support
About The Position
Robin is reimagining workplace operations as a strategic function, and AI is at the core of how we get there. We help workplace teams bring order to the chaos by automating logistics, simplifying operations, and giving employees a seamless way to connect with the office. Today, our workplace operations platform is used by thousands of offices around the world. Robin is hiring a Senior Manager of Technical Support to lead our Technical Support team, take ownership of our hardest customer issues, and turn what we learn in the queue into a better product. You’ll join a hybrid Boston-based team that works in person at least two days a week to collaborate quickly, learn together, and ship meaningful work.
Requirements
- You’ve built and developed a support team, using training, coaching, and KPIs to raise the bar.
- You’ve managed both in-office and remote employees and know how to keep a distributed team connected.
- You’re calm under pressure, and you have experience owning escalated customer issues and prioritizing a busy queue in Jira.
- You connect the dots across tickets and can turn customer pain into clear, actionable feedback for Engineering and Product.
- You’re a strong communicator and coach who’s comfortable in a fast-paced, technical, customer-facing environment.
- Learning Velocity: You learn fast and apply new ideas quickly.
- AI Fluency: You understand and apply the right models and tools to solve problems.
- Creative Execution: You turn ideas into outcomes with practical impact.
Responsibilities
- Lead, coach, and develop the Technical Support team, which includes in-person and remote team members, through ongoing training, process improvement, and clear KPIs.
- Serve as the escalation point for complex issues: own high-priority customer problems and give your team hands-on guidance to resolve them.
- Prioritize the team’s ticket queue in Jira, and partner with Customer Success to stay ahead of issues affecting specific customers.
- Spot trends in customer issues and work with Engineering and Product to fix root causes and improve the customer experience.
- Build and maintain the support processes and documentation that help the team resolve issues efficiently and consistently.
- Evaluate and adopt AI-assisted support tools that help the team resolve tickets faster and better.
Benefits
- Medical & Dental Insurance through Blue Cross Blue Shield covered at 80% for you and your dependents, with two plan options including a High Deductible Plan with a company-funded HSA
- Vision Insurance – EyeMed coverage to keep your future in focus
- Company-paid protection – Short & Long Term Disability, Life, and AD&D insurance
- Paid Parental Leave – 100% covered so you can focus on your growing family
- Incentive Stock Options – Own a piece of what you’re building
- 401(k) with company match – Up to 3% match to help grow your nest egg
- Flexible vacation policy – Take the time you need (and yes, we actually do!)
- 12 company holidays – Plus your flexible time off for the perfect work-life balance
- Professional Development & AI Tools Stipend
- Referral Bonus Program
- Recognition perks
- In-Office Commuter Stipend
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
