Manager, Technical Support

#Description#

Employ Inc. provides people-first recruiting solutions that empower companies to overcome their greatest hiring challenges. Serving SMBs to global enterprises, Employ focuses on the unique recruiting needs of each organization — from simple hiring to sophisticated talent acquisition. 

Employ is the only organization to offer companies choice in their hiring solutions, providing a curated set of recruiting technologies and services. By prioritizing people ahead of products, Employ helps companies grow, scale, and thrive through personalized choice, collective intelligence, and lasting relationships. Together, Employ and its brands (JazzHR, Lever, Jobvite and NXTThing RPO) serve more than 21,000 customers across multiple industries. For more information, visit www.employinc.com.  

About this Role:

We are hiring two experienced and proactive Managers, Technical Support, to lead Tier II Technical Support teams at our MG Road, Bangalore office. These roles involve overseeing daily operations, driving performance metrics, and ensuring exceptional customer experiences. Strong leadership skills, a customer-focused mindset, and expertise in SaaS environments are essential.

Details:

• Location: MG Road, Bangalore (on-site, 5 days/week)
• Shifts:
  • Option 1: 5:30 PM - 2:30 AM IST
  • Option 2: 9:30 PM - 6:30 AM IST
• Schedule: Monday to Friday
• Start Dates: March 17, 2025, and April 7, 2025

 
What You’ll Do:

Team Leadership and Development:

• Recruit, train, and mentor Technical Support Specialists to ensure high performance and professional growth.
• Set clear performance objectives and provide regular feedback and coaching to team members.
• Foster a positive and collaborative work environment that promotes teamwork and employee engagement.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

Operational Management:

• Oversee daily operations of the support team, ensuring efficient workload distribution and adherence to service level agreements (SLAs).
• Monitor and analyze team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Identify and implement process improvements to enhance operational efficiency and service quality.
• Ensure compliance with standard operating procedures, methodologies, and best practices.
• Collaborate with cross-functional teams, such as product development and engineering, to address complex technical issues and implement solutions

Customer Experience:

• Develop strategies to improve customer satisfaction and exceed expectations by delivering personalized and empathetic support.
• Analyze customer feedback and insights to identify trends, pain points, and opportunities for improvement.
• Ensure the team provides accurate and up-to-date information on product features, updates, and best practices.
• Work closely with high-priority customers to build strong relationships and address unique support needs.

Knowledge Management:

• Maintain and update a comprehensive knowledge base to empower the team and customers with self-service solutions.
• Conduct regular training sessions to ensure the team stays informed about product updates, new features, and industry trends.

What You’ll Bring:

• 3+ years of experience in a SaaS (Software as a Service) or similar organization providing technical support, with at least 2 years in a leadership role.
• Proven experience managing and developing high-performing technical support teams.
• Strong understanding of API troubleshooting, integration bugs, and complex technical issue resolution.
• Exceptional leadership and interpersonal skills with the ability to inspire and motivate team members.
• Excellent verbal and written communication skills with a customer-centric approach.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficiency in using CRM systems, Microsoft Office Suite, and other customer support tools.

Employ is an Equal Opportunity employer.