Technical Support Manager

CallRail•Atlanta, GA

5h•Hybrid

About The Position

We’re seeking a Technical Support Manager to join CallRail’s Customer Experience team and contribute to the ongoing development of our Support organization at CallRail. In this role, you will manage a group of individual contributors responsible for providing front-line technical support for our customers and resolving client inquiries. You will also help lead the department’s operations by ensuring the effective implementation of specific projects and initiatives, support team members in their day-to-day work and provide counsel to team members on how to enhance their overall skillset. A successful Technical Support Manager will understand the technical and practical aspects of CallRail products and be well-versed at trouble shooting issues. Technical Support Managers may work directly with customers and our internal Engineering counterparts on escalated issues to deliver a great customer experience. The ideal candidate is a champion for the customer, possesses leadership experience in a customer-focused support environment, and demonstrates strong problem-solving skills.

Requirements

Three or more years of relevant experience managing a customer-facing support team
Superb communication, writing, and follow-up skills
Strong critical thinking and analytical problem-solving skills
Comfortable working with customer support tools and analytics
Excellent time management and multitasking skills
Confident in collaborating with cross-departmental stakeholders and product teams
Demonstrated experience leading and motivating others to accomplish goals through team performance management and employee development
Must be able to work evenings and weekends and handle on-call responsibilities as needed

Nice To Haves

Background in technical or client support at other marketing technology companies is preferred.
The CallRail Customer Experience team leverages ZenDesk; ZenDesk familiarity is preferred.

Responsibilities

Lead a team of Support Specialists by motivating, empowering, and providing applicable guidance to team members.
Manage daily email, phone, and chat support channels to ensure the team is properly resolving to the best of our abilities, ensuring timely client responses and overseeing team responses to ensure customers receive the best possible experience from CallRail support.
Develop a deep understanding of CallRail’s product to provide guidance and support to team members in their day-to-day work.
Manage individual performance of Specialists which includes assessing if they are meeting individual and team goals and providing resources to better perform their job duties.
Act as an escalation point for team members, working with customers directly as needed to resolve issues promptly.
Develop relationships with counterparts across other departments at CallRail and advocate for the best customer experience possible.
Collaborate and partner with Support and Customer Experience leadership to ensure Support protocols and expectations align with overall Company direction.
Manage change effectively through clear and timely communication within your team.
Monitor and drive key success indicators that ensure the quality of our customer experience.