Technical Support Manager

Job Description

Ditto is seeking a Technical Support Manager to lead their global support team and optimize support practices. The Technical Support Manager will play a crucial role in company operations, delivering industry-leading customer service to Fortune 500 customers globally. This role involves developing and implementing support workflows, liaising with internal and external stakeholders, and ensuring optimal team performance and customer satisfaction.

• Directly manage daily operations of the global Support team
• Deliver customer service policies, standards, and procedures
• Maintain round the clock coverage schedule
• Collaborate with Sales, Product Management, and Engineering
• Drive continual improvement in customer support platform and processes
• Track and report on customer behavior, satisfaction levels, and team performance

Requirements:

• Bachelor's degree in Computer Science, Maths or related fields
• 5+ years managing a Support team in an infrastructure software company
• Experience managing Technical Support Engineers in multiple geographies
• Strong understanding of SaaS platforms and Cloud Infrastructure (AWS, GCP, Azure)
• Excellent leadership and management skills
• Familiarity with CRM and customer support software such as Zendesk
• Exceptional communication, interpersonal, and decision-making skills
• Ability to analyze data and create strategies based on findings

The role offers:

• Competitive salaries
• Stock options
• Medical, dental, vision, life, and disability coverage
• Flexible spending account (FSA)
• Flexible vacation policy
• 401(k) plan