Senior Manager of Technical Support

Robin; Boston (MA); Hybride; USD 100 000 - 120 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Parental Leave

Stock Options

401(k) Match

Flexible Vacation

Company Holidays

Referral Bonus

In-Office Commuter Stipend

AI Tools Stipend

Résumé du poste

Robin is seeking a Senior Manager of Technical Support to lead a hybrid Boston-based team, own high-priority customer issues, and translate queue learnings into product improvements. You will drive AI-enabled resolution, coach a distributed team, and partner with Engineering and Product to reduce churn.

You will oversee in-person and remote staff, set KPIs, and ensure efficient, consistent issue resolution while shaping the team's AI strategy for faster outcomes.

Qualifications

• Experience leading support teams with KPI-driven performance.
• Proven ability to handle escalated customer issues and guide teams.
• Strong Jira queue management and cross-functional collaboration.
• Ability to spot trends and drive root-cause fixes with Engineering/Product.
• Experience evaluating AI-assisted support tools.

Responsabilités

• Lead, coach, and develop the Technical Support team, including in-person and remote members.
• Serve as the escalation point for complex issues and guide the team to resolution.
• Prioritize the ticket queue in Jira and partner with Customer Success to head off issues.
• Spot trends, work with Engineering/Product to fix root causes, and improve CX.
• Build and maintain support processes and documentation for efficiency.
• Evaluate and adopt AI-assisted tools to resolve tickets faster.

Connaissances

Leadership

Team management

Jira

Escalation management

AI tools

Cross-functional collaboration

Communication

Outils

Jira

AI Tools

Description du poste

Robin is reimagining workplace operations as a strategic function, and AI is at the core of how we get there. We help workplace teams bring order to the chaos by automating logistics, simplifying operations, and giving employees a seamless way to connect with the office. Today, our workplace operations platform is used by thousands of offices around the world.

Robin is hiring a Senior Manager of Technical Support to lead our Technical Support team, take ownership of our hardest customer issues, and turn what we learn in the queue into a better product. You’ll join a hybrid Boston-based team that works in person at least two days a week to collaborate quickly, learn together, and ship meaningful work.

Why this role exists:

Every support ticket tells us something about how customers experience Robin. As our platform grows and more workplace teams rely on it every day, we need a leader who can do two things at once. One is keeping the queue moving and our customers unblocked. The other is stepping back to spot patterns that point to bigger fixes. You’ll lead a team of support specialists and a Support Operations Manager. You’ll be the escalation point when issues get complex, and you’ll be the voice of the customer with Engineering and Product. You’ll also shape how the team uses AI to resolve issues faster and more consistently.

What you'll do:

• Lead, coach, and develop the Technical Support team, which includes in-person and remote team members, through ongoing training, process improvement, and clear KPIs.
• Serve as the escalation point for complex issues: own high-priority customer problems and give your team hands-on guidance to resolve them.
• Prioritize the team’s ticket queue in Jira, and partner with Customer Success to stay ahead of issues affecting specific customers.
• Spot trends in customer issues and work with Engineering and Product to fix root causes and improve the customer experience.
• Build and maintain the support processes and documentation that help the team resolve issues efficiently and consistently.
• Evaluate and adopt AI-assisted support tools that help the team resolve tickets faster and better.

You'll thrive here if:

• You’ve built and developed a support team, using training, coaching, and KPIs to raise the bar.
• You’ve managed both in-office and remote employees and know how to keep a distributed team connected.
• You’re calm under pressure, and you have experience owning escalated customer issues and prioritizing a busy queue in Jira.
• You connect the dots across tickets and can turn customer pain into clear, actionable feedback for Engineering and Product.
• You’re a strong communicator and coach who’s comfortable in a fast-paced, technical, customer-facing environment.

Core competencies for success:

• Learning Velocity: You learn fast and apply new ideas quickly.
• AI Fluency: You understand and apply the right models and tools to solve problems.
• Creative Execution: You turn ideas into outcomes with practical impact.

Benefits that have your back (and your future):

• Medical & Dental Insurance through Blue Cross Blue Shield covered at 80% for you and your dependents, with two plan options including a High Deductible Plan with a company-funded HSA
• Vision Insurance - EyeMed coverage to keep your future in focus
• Company-paid protection - Short & Long Term Disability, Life, and AD&D insurance
• Paid Parental Leave - 100% covered so you can focus on your growing family
• Incentive Stock Options - Own a piece of what you’re building
• 401(k) with company match - Up to 3% match to help grow your nest egg
• Flexible vacation policy - Take the time you need (and yes, we actually do!)
• 12 company holidays - Plus your flexible time off for the perfect work-life balance

Perks that enable your continued success:

• Professional Development & AI Tools Stipend
• Referral Bonus Program
• In-Office Commuter Stipend

Compensation Philosophy

Our compensation decisions are based on an individual's experience, skills and education in line with our internal compensation philosophy.

The salary for this role is: $100,000 - $120,000 per year.

We Celebrate Diversity

Robin is committed to creating a workplace that reflects the world around us. We believe that the key to good work is empowering our people and we know that diversity and inclusion are a large part of this equation. Our realities shape our everyday experiences and it’s our responsibility to our employees, our customers and our communities to address the issues with workplace representation. Robin does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.