Senior Manager, Technical Support

Axon•Atlanta, GA

16h

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. Our mission is to protect life. We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER to a full suite of hardware and software solutions, we are focused on providing police agencies with state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of police records so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete. It’s a big mission, but it’s one we’ll pursue relentlessly every single day. Your Impact As the Sr. Manager of Technical Support, you will be instrumental in elevating and scaling our world class Tier 1 Technical Support Team. We aim for excellence, and you will play a key part in driving team performance in support of this goal, while mentoring and coaching our team leads, spearheading process-improvements, and implementing AI solutions that tranform the way we work.

Requirements

Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
Demonstrates an AI-first approach to solving business problems and an LLM super-user
Excellent verbal and written communication skills
Proficient with Windows operating systems, mobile devices and cloud-based solutions
Strong comprehension of internet networking & routing, hardware and software troubleshooting
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Nice To Haves

5-7 years’ leadership experience in an inbound technical support environment
Thorough knowledge of contact center technology (Cloud phone systems, CCaaS, CRM, ERP, WFM Suites)
Bachelor’s degree in a technical field is preferred or equivalent work experience
Experience in an IoT (hardware/software/network), big tech, or telematics company highly preferred
Knowledge of 12V wiring, circuitry, and connected technology is a plus
Strong written and verbal communication skills and executive presence required

Responsibilities

Lead technical support representatives and team leads, providing guidance, training, coaching and professional development
Drive functional KPI performance in accordance with department and corporate targets.
Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues.
Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance.
Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness
Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction.
Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis
Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience.
Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies
Develop and implement strategies to elevate the customer experience and improve CSAT/NPS
Recruit, train, and motivate a high-performing team, fostering a culture of collaboration and accountability.
Provide regular feedback, performance evaluations, and support to team members.
Manage team schedules, real-time adherence, and other WFM duties.