Overview:
The Senior Technical Support Manager leads the daily operations of our technical support call center, driving quality and efficiency in every customer interaction. This role focuses on delivering superior service and continuously improving key performance metrics – including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR) – while optimizing occupancy rates and agent utilization. The ideal candidate is a hands-on leader with strong analytical skills and a passion for customer satisfaction, capable of turning data-driven insights into action to enhance team performance and customer experience.

Responsibilities:

• Oversee day-to-day call center activities, ensuring smooth operations and adherence to service level agreements. Coordinate workflows and real-time adjustments to handle volume and maintain high-quality support.
• Manage and mentor a team of technical support agents. Handle recruiting, training, and ongoing coaching to develop staff skills. Foster a positive team environment that motivates agents to meet and exceed performance goals.
• Ensure every customer interaction is handled with professionalism and empathy. Monitor calls and support interactions for quality assurance, providing feedback and training to maintain superior service standards.
• Act as the escalation point for complex or high-priority customer issues. Work quickly to resolve escalated technical problems, maintaining customer trust and satisfaction even in challenging situations.
• Schedule and organize staff shifts to meet forecasted call volumes. Optimize agent occupancy rate (time spent actively assisting customers) and overall agent utilization by balancing workload, breaks, and training sessions, ensuring adequate coverage without burnout.
• Define, monitor, and analyze key performance indicators (KPIs) for the support center. Key metrics include NPS, CSAT, First Contact Resolution (FCR), agent occupancy rate, agent utilization, First Response Time, and other measures of service quality and efficiency. Leverage dashboards and reports to gain insight into trends and use data-driven decision-making to identify areas for improvement.
• Drive Improvements in NPS, CSAT & FCR: Implement targeted initiatives to boost customer satisfaction and loyalty. For example, analyze common issues to improve FCR (resolving customer issues on the first contact) and in turn raise CSAT and NPS. Introduce training, scripts, or process changes that help agents provide quicker, more effective resolutions, converting more customers into promoters.
• Identify opportunities to streamline support processes and increase efficiency. Collaborate with the team to refine troubleshooting procedures, introduce new tools or knowledge base resources, and reduce customer effort. Continuously improve FCR and other metrics by eliminating recurring problems and simplifying workflows.
• Prepare regular reports on call center performance, highlighting trends in NPS, CSAT, FCR, and other metrics. Share insights and proposed solutions with senior management. Also relay front-line customer feedback and pain points to product/engineering teams to help drive product improvements.
• Work closely with other departments (Product, Engineering, Sales, Quality Assurance) to ensure customer issues are resolved holistically. Advocate for customers by conveying their needs and recurring issues, and collaborate on company-wide initiatives to improve overall customer experience.
• Stay up to date with industry best practices in technical support and customer service. Champion a culture of continuous improvement, encouraging the team to suggest ideas and embrace new technologies (like AI chatbots or improved CRM systems) that can enhance support quality and efficiency.

Qualifications:

PHYSICAL REQUIREMENTS:

• Regularly required to sit, stand, and walk.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Oversee day-to-day call center activities, ensuring smooth operations and adherence to service level agreements. Coordinate workflows and real-time adjustments to handle volume and maintain high-quality support.
• Manage and mentor a team of technical support agents. Handle recruiting, training, and ongoing coaching to develop staff skills. Foster a positive team environment that motivates agents to meet and exceed performance goals.
• Ensure every customer interaction is handled with professionalism and empathy. Monitor calls and support interactions for quality assurance, providing feedback and training to maintain superior service standards.
• Act as the escalation point for complex or high-priority customer issues. Work quickly to resolve escalated technical problems, maintaining customer trust and satisfaction even in challenging situations.
• Schedule and organize staff shifts to meet forecasted call volumes. Optimize agent occupancy rate (time spent actively assisting customers) and overall agent utilization by balancing workload, breaks, and training sessions, ensuring adequate coverage without burnout.
• Define, monitor, and analyze key performance indicators (KPIs) for the support center. Key metrics include NPS, CSAT, First Contact Resolution (FCR), agent occupancy rate, agent utilization, First Response Time, and other measures of service quality and efficiency. Leverage dashboards and reports to gain insight into trends and use data-driven decision-making to identify areas for improvement.
• Drive Improvements in NPS, CSAT & FCR: Implement targeted initiatives to boost customer satisfaction and loyalty. For example, analyze common issues to improve FCR (resolving customer issues on the first contact) and in turn raise CSAT and NPS. Introduce training, scripts, or process changes that help agents provide quicker, more effective resolutions, converting more customers into promoters.
• Identify opportunities to streamline support processes and increase efficiency. Collaborate with the team to refine troubleshooting procedures, introduce new tools or knowledge base resources, and reduce customer effort. Continuously improve FCR and other metrics by eliminating recurring problems and simplifying workflows.
• Prepare regular reports on call center performance, highlighting trends in NPS, CSAT, FCR, and other metrics. Share insights and proposed solutions with senior management. Also relay front-line customer feedback and pain points to product/engineering teams to help drive product improvements.
• Work closely with other departments (Product, Engineering, Sales, Quality Assurance) to ensure customer issues are resolved holistically. Advocate for customers by conveying their needs and recurring issues, and collaborate on company-wide initiatives to improve overall customer experience.
• Stay up to date with industry best practices in technical support and customer service. Champion a culture of continuous improvement, encouraging the team to suggest ideas and embrace new technologies (like AI chatbots or improved CRM systems) that can enhance support quality and efficiency