Aquatic Technical Support Leader

Vivo Aquatic Group; Las Vegas, Northern (NV, KY); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Vivo Aquatic Group invites applications for an Aquatic Technical Support Manager to lead the technical support team, ensuring fast, accurate service for customers within the United States. The role partners with Product and Engineering to drive improvements and customer satisfaction.

You will mentor technicians, manage processes, and sustain a knowledge base while maintaining a client-first approach in a fast-paced environment.

Qualifications

• Experience leading a technical support team and managing escalations.
• Strong knowledge of CRM systems and customer data analysis.
• Proven ability to translate technical concepts for non-technical audiences.
• Deep knowledge of VivoPoint systems and functionality.
• Experience with help desk software and remote support tools.
• Excellent written and verbal communication; customer-focused.
• Ability to develop training programs and improve team capabilities.
• Commitment to accurate documentation and process improvements.

Responsibilities

• Lead and develop a customer-focused technical support team.
• Oversee case management, workflows, and escalation processes.
• Collaborate with Product, Sales, and Engineering to inform product direction.
• Establish KPIs for performance and provide timely feedback.
• Maintain knowledge base with troubleshooting guides and scripts.
• Guide implementation of tools and features to improve support.
• Analyze survey results to identify customer experience improvements.
• Recruit and develop technical talent and uphold best practices.

Skills

Leadership & mgmt

CRM systems

VivoPoint knowledge

Customer service

Troubleshooting

Communication skills

Data analysis

Documentation

Time management

Team development

Cross-functional collaboration

De-escalation techniques

Non-technical translation

Enterprise web tech

Problem solving

Adaptability

Physical ability

Weekend/holiday availability

Tools

CRM software

Help desk software

Remote support tools

GSuite

MS Office

Job description

Vivo Aquatic Group invites applications for an Aquatic Technical Support Manager to lead the technical support team, ensuring fast, accurate service for customers within the United States. The role partners with Product and Engineering to drive improvements and customer satisfaction.

You will mentor technicians, manage processes, and sustain a knowledge base while maintaining a client-first approach in a fast-paced environment.