Technical Services Manager

Permutive•New York, NY

1d•$150,000 - $175,000•Hybrid

About The Position

Permutive is hiring for an experienced and highly motivated Technical Services Manager to lead our Technical Support team. The ideal person for this role will have a solid technical background, excellent leadership and process skills, and high standards for providing a world-class experience to our customers. As we grow and continue the high retention of our customer base globally, this person will be instrumental in ensuring our clients receive timely and effective technical support, contributing to their overall satisfaction and success. Reporting directly to the VP of Customer Success, this is an exciting opportunity for someone passionate about building great processes and developing high-performing teams whilst staying close to the technical detail. The Technical Services team is the first line of support for Permutives customers globally. They are responsible for maintaining contractual SLAs, providing high-level product information, and efficiently triaging tickets for resolution. The team sits at the intersection of customer experience and technical execution, developing solutions to address complex technical challenges. The team is experienced in web development and handles more complex tasks such as customer onboarding, technical debugging, internal tooling maintenance, and the development of custom solutions to address customer issues. They work closely with our Customer Success, Product and Engineering teams ensuring customers get the most out of our platform and feed insight back into how it evolves.

Requirements

Commutable distance to NYC, you may be required to meet with customers and internal teams regularly.
A consistent track record of successfully leading and empowering technical support teams, with experience managing and developing high performing individuals.
Ability to get deep into a complex product, understanding how different components work together, why customers use them and how to translate that into effective support and leadership.
Successful track record of setting up and iterating on support processes and strategy. You’re not afraid to question existing tools and approaches and come up with new recommendations.
A strong track record of managing complex technical escalations, including those with commercial stakes and can connect support to customer revenue impact.
Extensive experience working in a Technical Support environment and are comfortable getting into the weeds alongside your team to solve problems.
A strong technical foundation, comfortable with Web technologies (JavaScript), APIs and data flows and can support the team with technical questions.
Ability to communicate with both technical and non-technical audiences.
An interest in leveraging AI and automation to enhance the efficiency and effectiveness of how support teams work.
Excellent communication and interpersonal skills.
Capacity to manage multiple priorities in a fast-paced environment.
Experience with Zendesk (or similar customer support platform)

Nice To Haves

In-depth understanding or experience within the Adtech ecosystem.
Experience writing technical documentation and building internal knowledge databases.
Experience with SQL or Google Cloud.

Responsibilities

Provide leadership, guidance, training, and performance evaluations of the team.
Promote teamwork and professional growth by fostering a positive and productive work environment.
Enhance efficiency and customer satisfaction by developing and implementing team policies and procedures.
Monitor and analyse key ticket metrics, identifying trends to surface improvements and report on performance.
Ensure timely and accurate resolution of customer inquiries and technical issues.
Meet service level agreements (SLAs) by managing support resources, including staffing and budgeting.
Improve product offerings by collaborating with teams across Customer Success, Product Development, Sales, and Engineering to address customer feedback.
Continuously improve the support function by staying updated on industry trends and best practices.
Handle escalated customer issues and ensure effective resolutions.
Build internal tools and workflows that improve how the team operates, including exploring how AI and automation can be woven into day to day support processes.

Benefits

Stock options
6 months of fully paid leave for primary caregivers
3 months of fully paid leave for secondary caregivers
Flexible hours
$450 budget for home office setup
Unlimited paid time off (with a minimum of 25 days + public holidays)
Ongoing training and development opportunities
Free access to TalkSpace
Comprehensive health, dental, and vision coverage (100% coverage for employee, 75% for dependents)
Hybrid work model
Annual Kick Off event