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CallRail · 10 hours ago

Technical Support Manager

Atlanta, GA (Hybrid)

Full-time

Hybrid

Mid, Senior Level

3+ years exp

CallRail is seeking a Technical Support Manager to join their Customer Experience team. The role involves managing a team of Support Specialists, ensuring effective technical support for customers, and collaborating with various departments to enhance customer experience.

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Comp. & Benefits

Responsibilities

Lead a team of Support Specialists by motivating, empowering, and providing applicable guidance to team members

Manage daily email, phone, and chat support channels to ensure the team is properly resolving to the best of our abilities, ensuring timely client responses and overseeing team responses to ensure customers receive the best possible experience from CallRail support

Develop a deep understanding of CallRail’s product to provide guidance and support to team members in their day-to-day work

Manage individual performance of Specialists which includes assessing if they are meeting individual and team goals and providing resources to better perform their job duties

Act as an escalation point for team members, working with customers directly as needed to resolve issues promptly

Develop relationships with counterparts across other departments at CallRail and advocate for the best customer experience possible

Collaborate and partner with Support and Customer Experience leadership to ensure Support protocols and expectations align with overall Company direction

Manage change effectively through clear and timely communication within your team

Monitor and drive key success indicators that ensure the quality of our customer experience

Qualification

Customer support managementTechnical troubleshootingTeam performance managementZenDesk familiarityAnalytical problem-solvingMultitaskingSuperb communicationTime managementCollaboration skills