Senior Manager, Technical Support

Description

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 70+ countries worldwide, serving more than 320,000 workplaces.

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed 100m ARR. We've helped millions of workers across industries and aim to empower 60% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

You do not need to match every listed expectation to apply for this position. Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

The Role:

We’re looking for an exceptional Technical Support leader to lead our Escalated Support team. The successful candidate will thrive on developing others, developing successful effective teams with a customer-first mindset. The position provides high level management for the teams responsible for escalated issues, and custom work discussions for our SaaS product. In this player/coach role you will help to deliver world class support to our global customer base in both a technical and non-technical format. You will need to work closely with multiple teams spanning across the globe and the business to allow us to deliver world class support. An ability of self-learning and curiosity, and willing to advocate for the customer will set the successful candidate on a path to success.

The Role:

Responsibilities

Building a high-performing, world class support team.

Day-to-day leadership of the Escalated AMER Customer Support team, working in conjunction with our tier 1 specialists in the Philippines, APAC and EMEA based Escalated Customer Support Team.

Driving continuous improvement by updating internal processes and implementing best practices through timely feedback, weekly 1:1 meetings and team building

Respond to Escalation issues raised by our customers

Reviewing SLAs and SLTs for Escalated Support

Ensuring the team has the training, coaching, and the tools necessary to improve customers’ experience in their interactions with Support and to be highly-skilled and effective problem solvers

Develop strong relationships with the Product and Engineering teams to maintain the voice of the customer

Provide insights to our product teams to help improve the Product

Remain knowledgeable and up-to-date on Deputy releases

Contributing to ongoing strategies that help scale and grow Support

Manages a portfolio of Support projects, ensuring coordination of shared resources, common activities, and other dependencies across projects

Supporting the development of internal documentation and knowledge sharing.

Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.

Skills and Experience

Previous experience as a Technical Support Manager; at least 8 years of experience in an advanced customer support role or equivalent is preferred

Comfortable working in both functional and technical environments; high level of confidence to learn new solutions quickly

4 years of experience with leading teams as a high performer

Experience with dealing with direct customer escalations

Customer first attitude with a history of going above and beyond customer expectations.

Excellent attention to detail

Ability to talk to customers of varying technical levels, from a wide range of industries

Willingness and want to share skills and knowledge

You have demonstrated the ability to identify root causes and implement corrective actions to build long term customer loyalty

Understanding of Support data including use of CSAT, First Response and Resolution times, Cost per conversation, and other KPIs.

Ability to diagnose, troubleshoot, and provide solutions for a broad range of problems.

Ability to work efficiently and reliably with minimal supervision

Experience with common support tools such as Intercom, Zendesk and Jira

The pay range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses.

For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $137,000 - $158,000.

For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $119,000- $137,000.

Employee Perks

- Employee Stock Ownership

- Competitive Compensation Packages

- 401k Company Match

- Comprehensive Health Benefits

- Commuter Reimbursement Program

- Flexible Work Schedule

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.

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