Customer Technical Support Manager

About the role

The Customer Technical Support Manager will lead a global B2B technical support team across U.S. and India. In this role, you’ll manage a customer-facing, multi-service support organization focused on delivering timely, high-quality service and a great customer experience. You’ll also drive operational improvements and work closely with cross-functional partners—including IT, Sales, Product, Legal, and Compliance—to support customers and strengthen our overall support programs.

Responsibilities

• Lead the day-to-day operations of a global B2B support team, overseeing customer inquiries, incident response, escalations, reporting, and workload management
• Drive a seamless and high-quality customer experience through consistent support delivery and continuous process improvements
• Analyze support data, trends, and metrics to identify opportunities for operational efficiencies and service enhancements
• Partner closely with cross-functional teams—including Sales, Product, Technology, Legal, and Compliance—to resolve issues and align on customer needs
• Build, coach, and develop a high-performing, inclusive team through clear goals, feedback, and career development
• Contribute to the broader direction, strategy, and ongoing improvement of the Global Service and Support organization

Requirements

• 3+ years experience managing teams in customer service, technical support, or relationship management roles
• 5+ years in customer support or operations
• Bachelor’s degree in business, finance, computer science, or equivalent experience
• Experience with ticketing systems and CRMs (Salesforce preferred)
• Experience supporting B2B customers and working in a customer-facing technical or operations environment
• Available for after hours/on call support

Preferred Skills

• Familiarity with ITIL (Information Technology Infrastructure Library) best practices or service management frameworks
• Experience with reporting and data analysis (Excel, CRM reporting tools)

Benefits

• Healthcare benefits including medical, dental, and vision coverage
• Spousal, domestic partner, and other eligible dependent coverage
• Tax-advantaged HSA and FSA accounts
• Short- and long-term disability
• Legal plan, pet insurance, and travel accident coverage
• Dependent Care FSA, Care@Work membership, and paid parental leave
• Tuition reimbursement, flexible time off, and paid volunteer time off
• Corporate volunteer events
• Professional therapy, coaching, and emotional well-being programs
• Guided meditation and resources for physical, mental, social, and financial wellness

Pay

The pay range for this position is $90,000.00 - $168,750 annually.