Hybrid Technical Support Manager

at CallRail

• Job title: Technical Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Atlanta, United States

About the role

• Technical Support Manager at CallRail leading a customer-facing support team in resolving client inquiries. Overseeing technical support and enhancing overall customer experience through effective team management.

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.

Requirements

• Three or more years of relevant experience managing a customer-facing support team
• Superb communication, writing, and follow-up skills
• Strong critical thinking and analytical problem-solving skills
• Comfortable working with customer support tools and analytics
• Excellent time management and multitasking skills
• Confident in collaborating with cross-departmental stakeholders and product teams
• Demonstrated experience leading and motivating others to accomplish goals through team performance management and employee development
• Must be able to work evenings and weekends and handle on-call responsibilities as needed
• Background in technical or client support at other marketing technology companies is preferred.
• The CallRail Customer Experience team leverages ZenDesk; ZenDesk familiarity is preferred.

Benefits

• Healthcare (one option covered at 100% for employees)
• Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage