Hybrid Tech Support Lead | AI Escalations & Team Growth

Robin Powered, Inc.; Boston (MA); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical & Dental

Vision Insurance

Disability & Life

Parental Leave

Stock Options

401(k) Match

Flexible vacation

Company holidays

AI Tools Stipend

Commuter stipend

Job summary

Robin Powered, Inc. is seeking a Senior Manager of Technical Support in a hybrid Boston-based role. You will lead the Technical Support team, own escalated issues, and drive AI-enabled process improvements with Engineering and Product.

You will manage in-person and remote staff, set clear KPIs, and collaborate with Customer Success to stay ahead of customer-impacting problems in a fast-paced, technical environment.

Qualifications

• Experience leading in-person and remote teams to meet KPIs.
• Ability to own high-priority customer issues and guide the team.
• Strong Jira prioritization and coordination with Customer Success.
• Capability to identify patterns and feed insights to Engineering/Product.

Responsibilities

• Lead, coach, and develop the Technical Support team, including in-person and remote members, through training, process improvement, and KPIs.
• Serve as the escalation point for complex issues, guiding the team to resolution.
• Prioritize the ticket queue in Jira and partner with Customer Success to anticipate issues for specific customers.
• Spot trends in issues and work with Engineering and Product to fix root causes and improve the customer experience.
• Build and maintain support processes and documentation for efficient resolutions.
• Evaluate and adopt AI-assisted tools to accelerate ticket resolution.

Skills

Leadership & coaching

Escalation ownership

Jira ticketing

AI fluency

Cross-functional collaboration

Tools

Jira

AI tools

Job description

Robin Powered, Inc. is seeking a Senior Manager of Technical Support in a hybrid Boston-based role. You will lead the Technical Support team, own escalated issues, and drive AI-enabled process improvements with Engineering and Product.

You will manage in-person and remote staff, set clear KPIs, and collaborate with Customer Success to stay ahead of customer-impacting problems in a fast-paced, technical environment.