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Job Description
Ditto is seeking a Technical Support Manager to lead their support team and optimize support practices. The ideal candidate 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.
Role involves:
- Managing daily operations of the global Support team.
- Delivering customer service policies and standards.
- Maintaining round-the-clock coverage schedule.
- Collaborating with Sales, Product Management, and Engineering.
- Driving continual improvement in customer support platform and processes.
- Tracking and reporting on customer behavior 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 (e.g., Zendesk).
- Exceptional communication, interpersonal, and decision-making skills.
- Ability to analyze data and create strategies.
Role offers:
- Competitive salaries
- Stock options
- Medical, dental, vision, life, and disability coverage
- Flexible spending account (FSA)
- Flexible vacation policy
- 401(k) plan
