Technical Support Manager

Job Description

AutoDS, recently acquired by Fiverr, is seeking a Technical Support Manager to lead their Technical Support Team. The ideal candidate will oversee technical support operations, drive technical excellence, and mentor team members. This role is crucial for maintaining high customer satisfaction and improving resolution times.Responsibilities include:

• Leading and developing the Technical Support team.
• Monitoring team performance against SLAs and KPIs.
• Implementing and managing a tiered support structure.
• Analyzing support data to identify trends and areas for improvement.
• Coaching Team Leads in technical expertise and performance management.
• Escalating technical issues to relevant internal teams.
• Championing operational excellence through process improvements.
• Owning technical escalations end-to-end.
• Collaborating with internal teams for resource planning.
• Supporting the integration of AI tools and workflow automation.

Requirements:

• 3+ years of experience managing a technical support team.
• Strong B2C support operations experience.
• Proven ability to develop high-performing teams.
• Enthusiasm for innovation and professional development.
• Strong attention to detail and process improvement skills.
• Deep empathy for users and creativity in problem-solving.
• Hands-on experience with support platforms like HubSpot, Zendesk, or Intercom.
• Excellent verbal and written communication skills in English.
• Demonstrated experience in implementing and managing a tiered support model.
• Strong analytical skills and data-driven decision-making.

AutoDS offers:

• Opportunity to be part of a global, innovative team.
• A fast-paced, collaborative environment.
• A key role in shaping the future of Customer Experience strategy.