Manager of Technical Support \u0026 Customer Care

Hireology's technology empowers businesses to build their best teams. Over the last 13 years, we've grown from a startup to a market-leading organization with over 165 team members, and we've created an award-winning culture that makes this company an amazing place to work.
The Manager of Technical Support & Customer Care will be primarily responsible for supporting the Hireology support team - this team acts as the foundation of our Customer Success organization and ensures customers are getting timely and accurate responses to their questions. In addition to supporting the team on a daily basis, this role will also own an evolving space at Hireology between Customer Success, Product, and our external partners. This manager will sit across these teams as needed to drive alignment and boost our internal knowledge of our product offerings (and potential future optimization with our vendor partners) while offering improved support to our internal teams when it comes to technical issues.
Responsibilities:

• Manage our internal support queue and ensure our Customer Care team operates efficiency and effectively for our customers
• Manage email, phone, and chat KPIs for our Customer Care team
• Act as the main point of contact between Customer Success, Product, and external vendors when it comes to service and support items
• Grow and maintain our internal documentation around ATS, non-ATS, and vendor knowledge so that our team can become more readily available to support our customers across the board

Requirements:

• 3+ years in a technical support role, ideally in B2B SaaS
• Prior people management experience strongly preferred
• Prior third party vendor experience preferred
• Excellent organizational skills
• Proven experience in coordinating efforts across teams and departments

A few benefits of working at Hireology:

• Unlimited paid time off / mental health days
• Health, Dental, Vision insurance coverage from day one
• 401(k) with company match
• Award-winning culture
• Hybrid office downtown Chicago
• External learning budget
• Amazing growth opportunities

Hireology is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability status or protected veteran status, or any other category protected under the law. All employment decisions are solely based on business needs, job requirements, and individual qualifications. We support an inclusive workplace where Hireologists excel based on personal merit, qualifications, experience, ability, and job performance.