Tier 1 Technical Support Manager

• Report on and interpret key support metrics to leadership (response time, resolution time, NPS, agent effectiveness, productivity)
• Understand the drivers behind reported metrics and values toidentifyimprovement opportunities
• Track progress against SLA targets and develop action plans to address gaps
• Analyze per-agent performance metrics toidentifycoaching opportunities and celebrate successes

• Thinkonthe business; rather than in the business; toidentifysystemic improvement opportunities
• Recommend and implement process improvements to increase ticket close rates and overall team efficiency
• Partner with Product and Engineering teams toidentifypotential bugs, feature gaps, or improvements that could proactively reduce ticket volume
• Advocate for support perspective in product planning and development discussions
• Use hands-on ticket experience to surface pain points and inform roadmap priorities

• Keep the team informed of company changes that may affect support (e.g., new product features, increased connector volume, system updates)
• Coordinate with leadership on plans for new service support and launch readiness
• Share learnings and best practices across support teams
• Report on support capacity and resource needs as business requirements evolve

This role is empowered to lead the group and make decisions that drive results.

You will:

• Focus on target outcomes while having autonomy indetermininghow the team reaches those outcomes
• Make staffing decisions and adjustments in consultation with the Director of Support
• Leadthrough coaching and accountability rather than authority
• Own both the team’s success and the continuous improvement of support operations