Senior Tech Support Manager

Rectangle Health•White Plains, NY

1d•$90,000 - $115,000

About The Position

The Senior Tech Support Manager leads a team of technical support specialists responsible for resolving complex customer issues across all product lines. This role is accountable for achieving operational and customer experience goals, including SLA attainment, case quality, backlog management, customer satisfaction, productivity, and employee development. The Senior Tech Support Manager oversees workload distribution, escalations, quality assurance, workforce planning, and continuous process improvement to ensure efficient and effective service delivery. This role partners closely with Engineering, Product, QA, and other cross-functional teams to resolve customer-impacting issues, drive root-cause analysis, improve product stability, and enhance the overall customer support experience.

Requirements

5+ years of technical support experience, including at least 2 years leading managers and/or high-performing technical support teams in a SaaS, healthcare technology, payments, or fintech environment.
Strong experience with CRM platforms (e.g., Salesforce/TalkDesk) and support technologies.
Excellent written and verbal communication skills.
Experience managing escalated technical customer issues in a high-volume support environment with accountability for timely resolution and customer outcomes.
Ability to use operational data, support metrics, and quality insights to coach teams, identify trends, and improve service performance.
Experience supporting healthcare, payments, or practice management technology platforms.
Familiarity with knowledge management practices, support automation, and scalable case management workflows.

Nice To Haves

Proven track record leading cross-functional initiatives across Product, Engineering, Implementation, and Customer Success.
Demonstrated success improving support KPIs, including SLA performance, case backlog, CSAT, and operational efficiency.
Experience developing reporting frameworks and translating support data into actionable business decisions.

Responsibilities

Lead, coach, and develop a high-performing Tier 2 technical support team by establishing clear performance expectations, driving accountability to service, quality, and productivity goals, and executing training and succession plans that enhance technical expertise and career growth.
Own Tier 2 operational performance, including SLA attainment, customer satisfaction, quality, productivity, backlog health, employee engagement, and Clover PracticePay service commitments. Drive continuous improvement through performance monitoring, workload optimization, and data-driven decision-making.
Analyze support trends, operational metrics, and quality audit results to identify risks, implement corrective actions, ensure resolution accuracy, and deliver measurable improvements in customer and business outcomes.
Optimize team productivity and customer response times through workload forecasting, capacity planning, resource allocation, and development of hiring and succession strategies that support business growth.
Partner with Product, Engineering, QA, and business stakeholders to resolve recurring customer-impacting issues, drive root-cause analysis, reduce support volume, and lead resolution of complex or executive-level customer escalations.
Drive operational efficiency by improving support workflows, knowledge base content, documentation standards, and other processes that enhance service delivery and scalability.