Senior Manager, Tech Support — L2 Excellence (Remote)

Duetto Research; España; A distancia; EUR 65.000 - 85.000; Jornada completa

Descripción de la vacante

A leading SaaS provider in hospitality is seeking a Senior Manager for Technical Support to lead a global team. This role involves optimizing team performance, managing escalations, and collaborating across departments to enhance customer satisfaction. The ideal candidate should possess extensive experience in SaaS support, strong leadership skills, and a customer-first mindset. This position is fully remote, catering to candidates from Spain.

Formación

• 8+ years of experience in SaaS technical support.
• 3+ years of experience managing or leading L2/L3 teams.
• Ability to troubleshoot technical issues in hospitality technology.

Responsabilidades

• Lead and mentor a global team of Senior Technical Support Specialists.
• Monitor team schedules and KPIs to drive operational efficiency.
• Oversee the bug reporting process and manage escalations.

Conocimientos

Experience in SaaS technical support

Troubleshooting complex technical issues

Leadership skills

Communication skills

Process improvement

Herramientas

Salesforce

Sentry

DataDog

Descripción del empleo

A leading SaaS provider in hospitality is seeking a Senior Manager for Technical Support to lead a global team. This role involves optimizing team performance, managing escalations, and collaborating across departments to enhance customer satisfaction. The ideal candidate should possess extensive experience in SaaS support, strong leadership skills, and a customer-first mindset. This position is fully remote, catering to candidates from Spain.