Global Technical Support Lead — AI & Scale

Reputation; United States; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Paid time off

Medical & dental benefits

401k plan

Parental leave

Disability & life insurance

Employee discounts

Job summary

Reputation, founded in Silicon Valley in 2013, invites a Sr. Manager, Technical Support to lead global technical support operations, ensuring teams deliver efficient, high-quality experiences that resolve customer issues and build long-term trust.

You will lead Support managers and teams, drive performance against key metrics, and establish scalable processes, tools, and operating practices to accelerate service excellence.

Qualifications

• 8+ years of experience in technical support, customer support, service operations, or a related field.
• 3+ years leading people managers and/or complex support teams.
• Proven experience leading global technical support operations in a SaaS or enterprise technology environment.
• Demonstrated success managing Support KPIs, operational performance, escalations, and continuous improvement.

Responsibilities

• Lead global technical support operations and teams, establishing priorities and performance expectations.
• Own key Support KPIs and use data to drive improvements.
• Evaluate workflows, staffing, and tools to improve efficiency and customer experience.
• Establish escalation practices and provide insights to Product, Engineering, and stakeholders.
• Champion AI and automation to streamline workflows and increase productivity.
• Coach and develop support managers and teams, fostering accountability and growth.
• Collaborate跨-functionally with Product, Engineering, Customer Success, and others to capture the voice of the customer.
• Develop programs to scale Technical Support and lead through change.

Skills

Technical leadership

Global operations

KPIs & analytics

Problem solving

Coaching & development

Cross-functional leadership

Process improvement

AI & automation

Salesforce Service Cloud / Jira

Education

Bachelor's degree preferred

Tools

Salesforce Service Cloud

JIRA

Job description

Reputation, founded in Silicon Valley in 2013, invites a Sr. Manager, Technical Support to lead global technical support operations, ensuring teams deliver efficient, high-quality experiences that resolve customer issues and build long-term trust.

You will lead Support managers and teams, drive performance against key metrics, and establish scalable processes, tools, and operating practices to accelerate service excellence.