Aquatic Technical Support Manager

About the role

The Aquatic Technical Support Manager leads the technical support team, overseeing the case management system, workflows, and escalation process. This role builds and refines the tools, techniques, and procedures the team uses to deliver fast, accurate support to internal and external customers alike. The Manager also partners with Product, Sales, and other internal teams, ensuring customer feedback informs product direction and strengthens client and partner relationships. Department: Support. Reports To: Product Director. Supervises: Customer Support Specialists and Technicians. Job Classification: Full-Time / Salary, Exempt. Position is open to everyone residing within the United States.

Responsibilities

• Manage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities.
• Assess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps.
• Establish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback.
• Maintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video that explain key software features.
• Make sound, timely decisions — often with limited information — grounded in a solid understanding of the issue and company best practices.
• Partner with Product Management and Engineering to implement tools and features that enable world-class support, and collaborate cross-functionally with other departments as needed.
• Launch the customer support survey, analyze results to identify opportunities to improve the customer experience, and present findings to leadership.
• Cultivate a team culture that fosters independent problem-solving with a client-first mindset.
• Recruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service.
• Maintain best practices across the entire technical support process.
• Guide the implementation, continuous improvement, and documentation of new and existing policies, procedures, and processes for Support systems.

Requirements

• Knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Leadership and management skills for globally distributed teams.
• Solid technical background, with the ability to translate concepts for a non-technical audience.
• Comprehensive knowledge of CRM systems and their functionality.
• Deep, current knowledge of VivoPoint systems and functionality, with a commitment to continuous learning.
• Skilled in using computer systems and navigating software programs efficiently.
• Skilled in analyzing client data to derive insights and inform decisions.
• Strong customer service skills, including de-escalation techniques to resolve customer concerns.
• Able to guide clients and team members through basic to advanced troubleshooting using a range of software applications.
• Strong written and verbal communication and problem-solving skills for interacting with clients and team members.
• Strong organizational skills, with effective time management and multitasking ability.
• Detail-oriented, with a commitment to accurate records and documentation.
• Adaptable and effective in a dynamic, fast-paced environment with shifting priorities and customer needs.
• Collaborative mindset, contributing to cross-functional teams toward shared goals.
• Self-motivated