All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud

JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud® has a global user base of more than 120,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike.

About the Role

As the Technical Support Manager, U.S. you will be responsible for managing and building a world-class team of Customer Support Engineers. We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. 

This person will be responsible for day-to-day operations in an omnichannel customer service model (phone, chat, email) which includes coordinating the resolution of high priority cases, partnering with product and engineering on defect management, coaching a talented team of support engineers, and strengthening our processes and tooling designed for scale and efficiency. People management, project management, and a proven ability to use metrics to measure success and drive areas of improvements are critical in this role.

Responsibilities:

• Provide day-by-day management for Support Staff including: reviewing customer interactions across omni-channel service, lead staff meetings, drive employee development plans, and handle overall employee management
• Analyze data to drive performance, eliminate friction points for customers
• Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
• Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email
• Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management
• Strive for constant improvement through processes that increase efficiency and consistency for global case responses
• Develop and execute on key objectives tied to company goals
• Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
• Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product 
• Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
• Coach and develop support engineers through highly effective 1-1s and growth plans
• Monitor customer satisfaction via customer surveys, escalations to management, and and performance dashboards
• Additional duties may be assigned

Qualifications:

• 3+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
• Ability to multitask and pivot when necessary in a fast-paced environment 
• Excellent communication skills and customer facing abilities
• Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.
• Technical degree or relevant professional experience
• Ability to make data-driven decisions in line with strategic initiatives 
• Experience motivating high performing teams, building technical support teams, and retaining top talent
• Familiarly with IT Services, IAM and DaaS a strong plus
• Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
• Experience managing remote teams and managing teams in a 24X7 environment a plus
• Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role, depending on individual candidate level and experience, is $95,000-$110,000, including base salary and any related bonuses or commissions. JumpCloud provides comprehensive benefits, including medical, dental and vision insurance, short and long term disability, life insurance and a 401k savings plan. We have an unlimited vacation policy. 

Where you’ll be working/Location:

JumpCloud is committed to being Remote First. All of our roles are remote. If a role requires you to be in a certain location or country, that will be clearly stated in the job description. All roles posted in United States locations do require that you be located within one of the 50 U.S. States.

Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote, work from one of our office locations (CO only currently) or flex your time. 

Why JumpCloud?  

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.

JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

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