Technical Support Manager

We need to output HTML fragment with sections: About the role? Actually we have sections: About QuikStor (company overview), Role Overview, Key Responsibilities (with sub-sections maybe), How Success Is Measured, Required Qualifications, Preferred Qualifications, Benefits. Also we have location, reports to, role type, compensation. Those could be in a short paragraph maybe under a heading? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. So we need to include sections only when posting has real specific content. We have compensation: $90,000 to $110,000 annualized, depending on experience. That's Pay. So we should have a Pay section with that info. Schedule: Full-Time, On-Site. That's Schedule. So we can have Schedule section. Benefits: we have list. So Benefits section. Qualifications: Required Qualifications and Preferred Qualifications could be under Requirements? The instruction says use headings like Requirements, Qualifications, Skills. We can have a Qualifications section with required and preferred maybe as sublists? But we need to follow instruction: use

for section headings. Could have separate sections for Required Qualifications and Preferred Qualifications? Might be okay but they said prefer a few substantive sections over many thin ones. Could combine into one Qualifications section with two subheadings? But subheadings would be

maybe not allowed? They only mention using

for section headings. Could still use

inside? Not specified. Safer to have one Qualifications section with required and preferred as separate

lists with maybe a preceding

indicating required vs preferred. Or we could have two sections: Requirements and Preferred Qualifications. But that might be many thin sections. However they said prefer a few substantive sections over many thin ones. So better to combine. Also we have About QuikStor (company overview) maybe as About the role? Actually About the role heading is for role overview. Could have About the role (role overview) and About the company maybe not needed but we can include as a paragraph under About the role? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have About the role (role overview). Responsibilities (key responsibilities). Requirements (qualifications). Benefits. Pay. Schedule. Possibly Skills? Not needed. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: EEO, legal, accommodation contact, etc. Also remove duplicated lines. We need to output only HTML fragment, no /, no markdown fences. Let's extract content: Location: El Segundo, California, USA (HQ) Reports To: Director of Implementation & Support Role Type: Full-Time, On-Site Compensation: $90,000 to $110,000 annualized, depending on experience About QuikStor: paragraph. Role Overview: paragraph. Key Responsibilities: bullet list with subheadings? Actually they have headings: Team Leadership and Coverage, Queue, Service Levels, and Escalations, Product Knowledge and Training, Reporting and Operations, Cross-Functional Loops. Under each there are bullet points (starting with ·). We need to preserve all substantive information. So we can create a

for responsibilities, with each bullet as
• . The subheadings could be included as part of the bullet text (maybe bold?). But we can't add extra tags not in spec? We can include inside
• maybe okay. Not prohibited. We'll keep the substance. How Success Is Measured: bullet list. Required Qualifications: bullet list. Preferred Qualifications: bullet list. Benefits: list. We need to exclude EEO etc. Now craft HTML. We'll start with a

  for location, reports to, role type maybe as metadata short paragraph. Then

  About the role

  with role overview paragraph. Then

  Responsibilities

  with
  • ... each bullet. Then

    Requirements

    with required qualifications list. Then

    Preferred Qualifications

    maybe separate? Could combine but we have both required and preferred. Could do

    Qualifications

    and inside have two

    headings? Might be okay. But to keep spec, maybe separate sections: Required Qualifications and Preferred Qualifications. However they said prefer few substantive sections over many thin ones. Having two qualification sections may be okay as they are substantive. Let's do Required Qualifications and Preferred Qualifications as separate

    sections. Then

    Benefits

    with
    . Then

    Pay

    with

    compensation. Then

    Schedule

    with

    Full-Time, On-Site. We should not repeat job title. Let's extract exact text. About QuikStor paragraph: "QuikStor is the leading SaaS facility management platform for the self-storage industry, delivering a purpose-built, scalable system that serves as the foundation for intelligent automation and modern facility operations. We are in rapid growth mode, backed by significant capital from self-storage industry veterans who share our vision to build the most advanced and scalable operating system for storage operators worldwide." Role Overview paragraph: "The Technical Support Manager leads the team that is the first line of support for every QuikStor client. The team supports storage operators through Intercom chat, email, and phone, troubleshooting the QuikStor platform, online payments, integrations, and day-to-day operational questions. The team is based at HQ in El Segundo, with remote members working Central and Eastern time zone schedules. This is a working manager role. The Manager owns the support queue, the service level targets, the escalation process into Engineering and QA, and the product knowledge of the team, and personally handles the most sensitive client escalations. Hardware and legacy software support is handled by a separate team; the Manager makes sure cases route quickly to the right place and that nothing falls between the teams. The Manager also builds the team as it grows. The team currently has five Representatives with four additional openings, two at HQ and two remote. The Manager owns hiring, onboarding, scheduling, and coverage across time zones. Most of the team is paid hourly, so the week-to-week people management that comes with an hourly team, including timekeeping, schedules, overtime, and time-off, is a standing part of the role. Success in this role is measured by response and resolution times, reopen rates, client satisfaction, the strength of the escalation loop with Engineering and QA, and the depth of product knowledge across the team." Key Responsibilities: we have sections with bullet points. Let's extract each bullet. Team Leadership and Coverage: - Manage, coach, and develop the support team, including regular one-on-ones, clear performance expectations, and documented development plans - Hire and onboard new Representatives, including the current four openings, and build a structured onboarding path that gets new hires productive quickly - Own scheduling and coverage across Pacific, Central, and Eastern time zones so clients get consistent response through their full business day - Run the weekly people management for an hourly team, including timesheet review and approval, overtime and schedule changes, and time-off requests, so payroll is accurate and coverage holds - Keep schedules and time records compliant with wage and hour requirements, including California meal and rest break rules for the on-site team - Set the tone for a client-first, evidence-driven support culture Queue, Service Levels, and Escalations: - Own the Intercom queue end to end, including routing, prioritization, and workload balance across the team - Set and enforce response and resolution targets, and keep reopen rates and handling times at healthy levels - Personally take on the most sensitive and highest-severity client escalations and see them through to resolution - Run the escalation process into Engineering and QA through the established tracker workflow, with disciplined reproduction steps and evidence on every escalated case, and follow every escalation through to a client-facing resolution - Route hardware and legacy product cases to the Hardware and Legacy support team promptly Product Knowledge and Training: - Make sure the right team members attend the recurring feature training sessions and the training programs built by the Instructional Designer, and keep queue coverage intact while they do - Build and maintain a subject matter expert coverage plan so every specialty area, including payments, gate and access control, and integrations, has a primary and a backup expert - Keep each subject matter expert developing against a documented plan, drawing on the feature training program and the Instructional Designer for materials and sessions - Keep help center articles, macros, and support automation current so clients and the team get consistent answers Reporting and Operations: - Own support metrics and deliver a weekly metrics report to leadership, covering volume, first response time, close rate, reopen rate, handling time, and client satisfaction, with a monthly operations review rollup when the executive team needs one - Use Intercom reporting to identify trends, staffing needs, and product problem areas, and turn them into concrete actions - Maintain the support runbook, including escalation paths, severity definitions, and coverage schedules Cross-Functional Loops: - Own the follow-up loop between Support, QA, and Product so recurring defects are filed, tracked, verified fixed, and communicated back to affected clients - Enforce the feature request process, with every client request logged in Intercom so Product can triage it - Coordinate with Implementation on go-live handoffs so Support is ready for each new client, and with Client Success on account-level visibility into open issues How Success Is Measured bullet list: - First response and resolution times against targets, during business hours and across the full coverage window - Reopen rate and median handling time trends - Escalation cycle time and the age of open escalated cases - Subject matter expert coverage with no single point of failure, and full team participation in the training program - A weekly metrics report delivered on time with accurate data - Client satisfaction scores - Team retention, engagement, and ramp time for new hires Required Qualifications bullet list: - 5 or more years in technical support for B2B software, including 2 or more years managing or leading a support team - A track record of owning queues and service level targets on a modern support platform, with Intercom strongly preferred - Strong data skills, including building and presenting support metrics and working comfortably in Excel - Excellent written client communication and proven de-escalation skills - Experience managing hourly, non-exempt staff, including timekeeping, scheduling, and overtime management - Experience managing remote team members across time zones Preferred Qualifications bullet list: - Self-storage industry experience, or experience supporting property management or other operationally critical software - Experience supporting payments, gate and access control hardware, or APIs - Experience building or formalizing an escalation process with Engineering and QA - Experience coordinating training or enablement programs for support staff - Intercom administration experience, including workflows, macros, help center, and AI agent configuration Benefits list: - Medical, Dental, Vision, and Life Insurance - 401k Retirement Plan - Vacation and Sick Time - 20 Days of Remote Work - Annual Bonus - Employee Assistance Program - Education Assistance Program - Employee Discount Store - Equity Opportunities - Discounted Storage Now we need to output HTML. We'll start with a

    for location, reports to, role type maybe: "Location: El Segundo, California, USA (HQ). Reports To: Director of Implementation & Support. Role Type: Full-Time, On-Site." Then

    About the role

    with role overview paragraph. Then

    Responsibilities