Offer summary

Qualifications:

3+ years of leadership experience, preferably with remote teams., Strong mentoring and coaching skills with a collaborative mindset., Proficiency in Microsoft Office and familiarity with support platforms., Excellent communication, organization, and strategic thinking abilities..

Key responsibilities:

Lead and mentor a global technical support team, promoting professional development.

Resolve escalated support cases efficiently and effectively.

Identify and implement process improvements to enhance service quality.

Collaborate with Sales to provide technical insights that improve customer experiences.

Job description

Now Hiring: Technical Support Manager – Global Team Leadership Opportunity

Are you passionate about leading teams, solving complex problems, and improving customer experiences on a global scale? We’re looking for a Technical Support Manager to lead our dedicated Global Technical Support team. In this key leadership role, you’ll empower your team, collaborate across departments, and drive strategies that directly impact customer satisfaction and business growth.

What You’ll Do: As our Technical Support Manager, you’ll:

Lead and mentor a global technical support team, fostering continuous learning and professional development.
Tackle escalated support cases and ensure timely, effective resolutions both internally and externally.
Conduct monthly 1:1s to support team members in achieving their professional goals.
Identify and implement process improvements that streamline operations and enhance service quality.
Partner with Sales to provide technical insights that drive business opportunities and elevate customer experiences.
Use data to inform decisions, support cross-functional collaboration, and enhance service offerings.
Contribute to customer retention through exceptional service delivery and engagement.

You’re a Great Fit If You Have:

3+ years of leadership experience, working with remote teams desirable but not essential.
A collaborative, solution-focused mindset with strong mentoring and coaching skills.
Proficiency in Microsoft Office and familiarity with support platforms.
A natural ability to communicate clearly, organize effectively, and think strategically.
A passion for customer service and a knack for problem-solving.
Experience with TPM or OEM desirable

Your skillset should Include:

Strategic planning and team organization.
Building a culture of learning and growth.
High emotional intelligence and communication skills.
Budget awareness and resource management.

What we offer you:

Flexible work options to support your work-life balance
Salary $120 - $140k depending on experience
Working hours 8am-5pm Monday - Friday but available 24/7 when necessary
Opportunities for personal growth and career advancement
Paid volunteer hours and a day off for your birthday
Comprehensive health insurance options starting on your first day
50% reimbursement for your health club membership
401(k) company match to help you plan for the future

Travel: Occasional travel (~10%) may be required. Our head office is based in Grand Rapids, Michigan.

Why Join Us? We’re a collaborative, growth-focused company that values innovation, inclusion, and teamwork. You’ll have the chance to shape the future of our support organization while growing your own career in an environment that truly supports it.

Ready to lead with impact? Apply today and help us elevate the support experience for customers around the world.

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Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.

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