Associate Manager

Pearl; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Pearl seeks an Associate Manager, Technical Support to oversee daily operations for a remote team, drive performance, and ensure delivery of high-quality technical support. You will lead Assistant Managers and senior technical experts, shaping service delivery and customer experience in a dynamic environment.

You will coach team leads, identify bottlenecks, and implement process improvements with minimal supervision.

Qualifications

• Minimum 2-3 years of Supervisory or management experience in technical support.
• Around 8+ years of overall experience in a technical support domain.
• Strong communication, interpersonal and presentation skills.
• ITIL Foundation certification and/or Six Sigma awareness or training is an added advantage.

Responsibilities

• Manage day-to-day operations for a remote team to drive performance and align with company goals.
• Develop understanding of the services the team provides (chat, phone, remote) and follow policies.
• Assist Team Leads with daily operations and guide them with analytical and decision-making skills.
• Proactively identify bottlenecks and resolve with minimal supervision.
• Maintain an experimental mindset to ideate, initiate and test improvement ideas with cross-functional teams.
• Review conversations and data to coach on customer issues and product improvements.
• Plan and manage leave schedules, shift rosters, and staffing to ensure adequate coverage.
• Provide regular reports on performance with insights and action plans; create SOPs/knowledge articles.
• Foster a positive and collaborative team environment and promote professional growth.

Skills

Leadership & team management

Communication skills

Analytical thinking

Customer service mindset

Tools

Windows

macOS

MS Office 365

Networking basics

Printers

LLM/AI tools

Job description

Job Description

-Associate Manager, Technical Support

Job Location:

Remote

About the Role

• The Technical Support Associate Manager is responsible for overseeing daily operations, managing team performance, and ensuring the delivery of high-quality technical support.
• This role involves leading a team of Assistant Managers and technical Experts, requiring strong leadership and excellent communication skills.
• The candidate must have a thorough understanding of technical support processes and systems.
• Success for this role would be measured by the continuous process and performance improvements and delivery of a consistent premium customer experience in a dynamic environment.

What Youll do

• Manage day-to-day operations for a remote team to drive performance and business objectives in alignment to company goals
• Develop a deep understanding of the services the team provides (e.g., chat support, phone calls, and remote assistance) along with the policies and procedures to be followed
• Assist Team Leads with daily operations and strategic initiatives and guide them with effective analytical and decision-making skills
• Proactively identify bottle necks and challenges and work promptly towards resolution with minimal supervision
• Maintain an experimental mindset to ideate, initiate, explore, implement, and test improvement ideas, both internally and with cross functional teams
• Review Conversations, calls, and data to coach on Customer issues, Experts quality and suggest product improvements
• Focus on training and development initiatives to up-skill and cross-skill the team members Plan and manage leave schedules, shift rosters, and staffing plans to ensure adequate coverage and minimal disruption in workflow
• Provide regular reports on the team's performance with insightful analysis and concrete actions plans, along with project documentation and creation of SOPs/Knowledge articles.
• Foster a positive and collaborative team environment, promoting professional growth and development

What We are Looking For

• Minimum of 2-3 years of Supervisory or management experience and around 8+ years of overall experience in a technical support domain
• Strong communication (Written and Oral), interpersonal and presentation skills
• Knowledge and experience in OS essentials (Windows, MAC), hardware, and networking, MS Office 365, networking, and printers
• Knowledge and experience with consumer electronics IOT devices along with LLM/AI tools is preferable
• Adequate knowledge of QA processes, training methodologies and data analysis
• ITIL Foundation certification and/or Six Sigma awareness or training is an added advantage