Technical Support Manager - Remote Leadership & Excellence

iCIMS; Ciudad de México; A distancia; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full benefits

Medical insurance (dental, vision)

Remote work

Vacation days (18)

Equipment stipend

Descripción de la vacante

ICIMS is seeking a Manager, Technical Support to lead a team focused on delivering timely, high-quality customer issue resolution. You will oversee daily operations, escalations, and continuous improvement, driving service excellence and customer satisfaction.

The role emphasizes collaboration with Product and Engineering, leveraging CRM automations, and maintaining high support standards in a fully remote environment. A Bachelor's degree and SaaS experience are preferred.

Formación

• 5+ years of experience in Technical Support, Customer Support, SaaS, or related technical customer-facing roles.

Responsabilidades

• Lead a team responsible for troubleshooting, issue resolution, and break-fix support activities.
• Oversee daily support operations to ensure timely and effective resolution of customer issues.
• Monitor service levels, case volume, backlog health, response times, and resolution performance.
• Serve as an escalation point for complex or high-impact customer issues.
• Drive consistency in support practices, knowledge sharing, documentation, and troubleshooting methodologies.
• Ensure customers receive responsive, professional, and high-quality support experiences.
• Partner with customers and internal stakeholders to resolve escalated issues.
• Identify recurring trends and root causes impacting customer satisfaction.
• Advocate for customer needs while balancing operational priorities.
• Monitor team metrics and performance indicators to drive operational effectiveness.
• Identify process improvement opportunities that increase efficiency, quality, and scalability.
• Collaborate with Product, Engineering, and other teams to communicate customer issues and support trends.
• Optimize current ticketing system (ZenDesk & Salesforce)
• Conduct regular 1:1 meetings and provide ongoing coaching and performance feedback.
• Establish clear expectations related to service delivery, quality, and customer experience.
• Lead, coach, and develop a team of Technical Support professionals.
• Support employee growth through development planning, skill building, and career conversations.
• Foster a culture of accountability, collaboration, continuous learning, and customer focus.

Conocimientos

Technical support experience

Coaching

Support operations

Problem solving

Cross-functional collaboration

SaaS experience

CRM automations

Educación

Bachelor's degree or equivalent

Herramientas

ZenDesk

Salesforce

Descripción del empleo

ICIMS is seeking a Manager, Technical Support to lead a team focused on delivering timely, high-quality customer issue resolution. You will oversee daily operations, escalations, and continuous improvement, driving service excellence and customer satisfaction.

The role emphasizes collaboration with Product and Engineering, leveraging CRM automations, and maintaining high support standards in a fully remote environment. A Bachelor's degree and SaaS experience are preferred.