Technical Support Manager

The ideal candidate must have a strong customer mindset and a passion for driving support delivery to high, defined standards. They must be able to drive issue resolution and manage high-priority escalations, as appropriate. This person will act as the single point of contact for client escalation and will drive strategies for improved issue-handling consistency and efficiency across multiple lines of business.

Your Role

• Responsible for leading the technical support team, including oversight of case management system, process workflows, and escalation management
• Establish and refine the processes, techniques, tools, and methods used by the technical support team to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate daily
• Manage, build, and develop a customer-focused team comprised of technical support engineers of varying levels of skills and responsibilities
• Manage key relationships with Customer Success, Implementation, Product, and Engineering to ensure objectives are aligned and delivered to business requirements
• Ensure service levels are met and measure performance against them
• Establish best practices throughout the entire technical support process
• Manage a fast-paced queue of support and operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
• Own and drive projects to completion in agreement with relevant cross-functional stakeholders.
• Draft and deliver Root Cause Analysis reports to clients
• Enhance the escalation process and act as the escalation point for all client complaints and escalations.
• Ensure that ticket data is accurate to drive reports
• Gather and present measurable indicators of project success via detailed or summarized reports
• Organize and drive different teams to complete tasks within project timelines
• Understand and facilitate technical discussions with customers

Your Experience

Skills Required

• 3+ years of customer-facing experience managing to successful and proven outcomes in a SaaS startup environment
• 2+ years of technical project management experience with track record of thorough, effective and timely status updates using tools such as Monday
• 2+ years of experience in a Developer level role
• Bachelor's degree in a technical discipline
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Knowledge of programming languages and techniques, such as Javascript, HTML, CSS, and others.
• Experienced with Enterprise support systems such as Zendesk, Hubspot, Salesforce, Monday and other support platforms
• Excellent organizational, communication, leadership, and customer relationship skills
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
• Excellent communication and presentation skills, both written and verbal
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
• BA/BS degree or equivalent work experience

Skills Strongly Encouraged

• 2+ years of SaaS experience
• Working knowledge of SQL
• Familiarity with Accounting (corporate and SMB), FP&A

Skills Nice to Have

• ERPs, Bookkeeping software
• Fintech, including digital banking and blockchain

PERKS

• Salary + competitive equity in a high-growth-stage startup.
• Generous PTO (vacations) + sick days.
• Free snacks and paid lunch in the office.
• Major Medical Health Insurance.
• Food Vouchers.
• Saving funds.
• Vacations Bonus (Prima vacacional)
• Christmas Bonus (Aguinaldo)
• Stock Options.
• Opportunity for advancement and growth in a rapidly expanding team.
• Smart, high-achieving, motivated team that likes to have fun.
• Mission-driven culture, where your work matters.