The Technical Support Organization Manager role will be responsible for managing the day to day performance and employees within the U.S. Technical Support Organization. You will be responsible, alongside your business peers in Armenia, in managing the resolution & support experience of our customer’s issues and needs as they reach out to the Support organization. The ideal candidate should have a strong mindset for process improvement as well as analyzing business data and performance metrics to drive business outcomes. A strong candidate will need to have a strong understanding of contract center functionality, including but not limited to data, technology, WFM, quality assurance, training, KPIs, and time management. You will be primarily responsible for the growth and development of the Supervisors and CSAs within your organization. This role benefits from a strong working knowledge of ServiceTitan’s Technical Support policies, procedures, and platforms.As our TSO Manager, you will: Drive performance and hold U.S. TSO Supervisors & CSAs to Key Performance Indicator objectives which include, but are not limited to: SLAs, Productivity, Customer Satisfaction, and Quality.Manage the day-to-day business operations of the U.S. TSO team in supporting customer issue resolution.Participate in the documentation, analysis, and evaluation of existing and new processes to determine effectiveness in efficiency, delivery of experience expectations, and reduction of internal friction around multiple touches, delayed workflows, etc. Partner cross-functionally to propose improvements or changes to drive better outcomes for customers and/or internal employees.Possesses, or working on, developing a well rounded deep understanding of ServiceTitan’s business policies and procedures at various levels within the organization.Oversee change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics, and improved organizational alignment.Engage with internal customers and our business partners to deliver new and innovative Technical Support capabilities.To be successful in this role, you'll need: At least 2+ years of equivalent experience in a technical support organization with priority given to roles that operated in a similar fashionSelf-starter with strong sense of urgency and accountabilityExcellent team player who is highly self-motivated, detail-oriented, and enjoys learning new things.Experience performing well in a highly dynamic, rapidly changing environmentSkilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines.Possesses the ability to develop relationships, internally and externally, through different mediums of communicationWorking Location: Atlanta, GA or SLC, UTBe Human With Us:Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer:When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
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