Senior Tech Support Leader — AI-Driven Escalations

Robin; Boston (MA); Híbrido; USD 100 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Leadership

Team management

Jira

Escalation management

AI tools

Cross-functional collaboration

Communication

Ferramentas

Jira

AI Tools

Descrição da oferta de emprego

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.