Senior Manager of Technical Support

Robin Powered • Boston, MA

6d • Hybrid

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 thats work in person at least two days a week to collaborate quickly, learn together, and ship meaningful work. Every support ticket tells us something about how customers experience Robin. As our platform grows and more workplace teams rely on it every day, we need a leader who can do two things at once. One is keeping the queue moving and our customers unblocked. The other is stepping back to spot patterns that point to bigger fixes. You’ll lead a team of support specialists and a Support Operations Manager. You’ll be the escalation point when issues get complex, and you’ll be the voice of the customer with Engineering and Product. You’ll also shape how the team uses AI to resolve issues faster and more consistently.

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
• Company-paid protection – Short & Long Term Disability, Life, and AD&D insurance
• Paid Parental Leave – 100% covered
• Incentive Stock Options
• 401(k) with company match – Up to 3% match
• Flexible vacation policy
• 12 company holidays
• Professional Development & AI Tools Stipend
• Referral Bonus Program
• Recognition perks
• In-Office Commuter Stipend

What This Job Offers

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