Remote Tech Support Manager: Lead & Elevate Service

Pearl

United States

Remoto

USD 90.000 - 130.000

Tempo pieno

14 giorni+

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Descrizione del lavoro

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.

Competenze

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.

Mansioni

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.