Mgr. Technical Support

Overview:

We are seeking an experienced and driven Technical Support Manager to lead and oversee our Tier 1 and Tier 2 support teams. In this role, you will ensure customer satisfaction by managing the resolution of incoming customer inquiries, issues, and requests. You will inspire and guide the Tier 1 team to deliver exceptional front-line support and empower the Tier 2 team to excel in technical issue resolution. By fostering seamless collaboration with Engineering, you will address bugs swiftly, implement process improvements, and deliver insightful reporting. Your leadership will cultivate a high-performing, collaborative culture that prioritizes customer satisfaction and operational efficiency.

As part of the HR Acuity team we encourage you to #BeBold and try new things. We provide the tools you need to #WorkSmarter so that we can be #BetterTogether. If being part of the growth story in a start up environment excites you we'd love to chat! 

About Us: HR Acuity® is the leader in employee relations and investigation solutions. At our core, we help organizations standardize how employee-related events are investigated, documented, and reported. Our disciplined and predictive approach to managing workplace issues helps our clients/partners build trusted, inclusive cultures where employees feel safe. 
 

Why work here? Working at HR Acuity® means being part of an inclusive, diverse culture. You’ll work alongside people who are passionate about thinking creatively, acting quickly and letting the best ideas drive innovation for our Fortune 500 clientele. 

Fair Culture Warning:

This is an “All-in Zone”.  Everyone from our woman-owned CEO and founder to each individual team member embraces our #All-in mindset. We stop at nothing to hit our goals and move at a speed to keep pace with the rapdily evolving employee relations landscape, but don’t worry, we like to have a lot of fun doing it.  If this sounds like you keep reading… 

Click here to learn more about our values and benefits

Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.

Team Leadership and Management

• Inspire and guide the Tier 1 Support team, ensuring exceptional front-line customer interactions.
• Lead and empower the Tier 2 Support team, driving excellence in back-end, technical issue resolution.
• Set ambitious performance metrics, conduct regular reviews, and ensure team members consistently exceed goals.
• Cultivate a collaborative, high-performing culture that prioritizes customer satisfaction and operational efficiency.

Customer Support Operations

• Oversee and optimize the intake, triage, and resolution of customer inquiries, ensuring timely and effective responses.
• Establish and refine support processes, workflows, and best practices to enhance team efficiency.
• Handle escalations with urgency, ensuring complex issues are resolved promptly and effectively.

Collaboration with Engineering and Process Improvement

• Partner closely with the Engineering team to report and resolve bugs and other technical issues swiftly.
• Collaborate on the development of tools, documentation, and automation to streamline support processes.
• Provide valuable feedback and insights from customers to inform product improvements and feature development.

Data Analysis and Reporting

• Develop and maintain robust reporting frameworks to measure team performance and customer satisfaction.
• Analyze support trends to identify opportunities for process or product improvement.
• Present actionable insights and recommendations to leadership, driving continuous improvement.

Qualifications

• Experience: Min of 5 years of experience in technical support (5-7 years preferred), with minimum of 3 years in a leadership or managerial role (3-5 years preferred).
• Industry Experience: Experience in a fast paced SaaS environment. 
• Technical Knowledge: Strong understanding of customer support tools, workflows, and back-end troubleshooting.
• Communication Skills: Excellent verbal and written communication skills with the ability to translate technical concepts to non-technical audiences.
• Problem-Solving: Proven ability to handle complex issues and implement effective solutions.
• Collaboration: Demonstrated success in cross-functional collaboration with engineering or product teams.
• Leadership: Ability to inspire, guide, and manage teams to achieve their full potential.

Compensation: The pay range for this position is expected to be between $98,000 to $125,000 however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions, and equity. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

Benefits:

• Stay healthy and happy with our comprehensive medical, dental and vision plans.
  • You can also choose from FSA or HSA options to suit your needs.
• Save for your future with our 401K plan that matches your contributions.
• Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
• Own a piece of the company with our #Allin Shares Program.

Perks:

• Take a break from work with our unlimited PTO policy to refresh and recharge.
• Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.
• Own a piece of the company with our #Allin Shares Program.
• Earn extra cash by referring qualified candidates to join our team.
• Access professional and personal support through our employee assistance program.
• Work from anywhere with our remote work environment that fosters collaboration and creativity. *
• Join a fun and energetic team that values your suggestions and new ideas.
• Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

• Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
• Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
• Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
• Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.

* Based upon business needs