We are seeking candidates who are located within the Eastern Time Zone or possess the flexibility to work in alignment with Eastern Time hours for the following position:
About this position
As the Manager of Technical Customer Support Engineers at RepSpark, you will lead a team dedicated to delivering exceptional technical support to our clients. Your role involves both working alongside the Customer Support team and overseeing and optimizing the performance of the Technical Customer Support team, ensuring high-quality service, timely issue resolution, and effective collaboration with cross-functional teams. You'll play a pivotal role in mentoring, coaching, and guiding the team to maintain and enhance customer satisfaction while driving continuous improvement in support operations in addition to leveraging your technical and customer support skills to support our customers.
In this role, successful candidates will be required to work according to Eastern Time (ET) schedules. We are open to remote work within the Eastern Time Zone or from individuals who can accommodate working hours aligned with ET.
**Location:** Candidates must reside within the Eastern Time Zone or demonstrate the ability to work effectively during Eastern Time hours.
- Team Leadership: Lead, mentor, and motivate a team of Technical Customer Support Engineers, fostering a culture of excellence, collaboration, and continuous improvement.
- Performance Management: Establish and monitor KPIs, ensuring the team meets or exceeds defined service level agreements (SLAs) and key performance metrics.
- Issue Resolution Oversight: Oversee the triaging and resolution of escalated technical issues, ensuring effective handling of tier 2 and 3 support tickets.
- Process Enhancement: Identify and implement process improvements to streamline support operations, enhance efficiency, and elevate service quality.
- Cross-Functional Collaboration: Collaborate closely with other departments, including Product Development, Sales, and Customer Success, to address customer needs and contribute to product improvement.
- Resource Allocation: Manage team resources effectively, ensuring adequate staffing levels and skill sets to meet customer demands.
- Training and Development: Provide training, coaching, and professional development opportunities to the team to enhance technical skills and customer service capabilities.
- Reporting and Documentation: Generate regular reports on team performance, customer issues, and service trends. Responsibility and ownership of the development and maintenance of support documentation and knowledge base.
- Experience: 5+ years of experience in a technical support role, with at least 2 years in a managerial or supervisory capacity.
- Leadership Skills: Proven ability to lead and develop high-performing teams, fostering a positive and collaborative work environment.
- Customer-Centric Focus: Dedication to providing exceptional customer service, with experience in managing and resolving escalated customer issues.
- Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions to improve support operations.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical concepts effectively to both technical and non-technical audiences.
- Industry Knowledge: Familiarity with the B2B e-commerce industry, particularly in apparel, footwear, or accessories, is advantageous.
RepSpark is a leading and rapidly growing B2B e-commerce software company headquartered in Southern California. We offer cloud-based software applications for Sales and E-Commerce for the apparel, footwear, and accessories industries, focused on wholesale businesses to help brands sell intelligently. Our mission is to produce cutting-edge technology, design, and back-end functionality. We have a driven, talented development team that takes pride in the platform.
This managerial role presents an exciting opportunity to lead a dynamic team of Technical Customer Support Engineers, contribute to customer success, and drive operational excellence within a rapidly evolving B2B SaaS E-commerce environment.
Why Work Here
RepSpark offers exciting opportunities for career growth and development in a rapidly expanding company. Join our dynamic team and contribute to revolutionizing the way brands sell in the wholesale industry.