Technical Services Manager

PassFort; New York (NY); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Stock options

Flexible hours

Unlimited paid time off

Comprehensive health coverage

Training and development opportunities

Job summary

PassFort is seeking a skilled Technical Services Manager to oversee their Technical Support team in New York. This leadership role demands a solid technical background and a passion for enhancing customer experience.

You will be responsible for managing a team that provides essential technical support, ensuring high customer satisfaction and maintaining service level agreements. This position offers flexibility with a hybrid work model.

Qualifications

• Proven leadership in technical support management.
• Strong understanding of web technologies and APIs.
• Ability to handle complex technical escalations.

Responsibilities

• Lead and manage the Technical Services team.
• Ensure timely resolution of customer technical issues.
• Develop and implement customer support policies.

Skills

Leadership skills

Technical support experience

Communication skills

Experience with Zendesk

Job description

About The Role

Permutive is hiring for an experienced and highly motivated Technical Services Manager to lead our Technical Support team. The ideal person for this role will have a solid technical background, excellent leadership and process skills, and high standards for providing a world‑class experience to our customers.

As we grow and continue the high retention of our customer base globally, this person will be instrumental in ensuring our clients receive timely and effective technical support, contributing to their overall satisfaction and success.

Reporting directly to the VP of Customer Success, this is an exciting opportunity for someone passionate about building great processes and developing high‑performing teams whilst staying close to the technical detail.

About The Team

As the Manager of the Technical Services team, you will be responsible for leading a global team distributed across the US and EMEA.

The Technical Services team is the first line of support for Permutive’s customers globally. They are responsible for maintaining contractual SLAs, providing high‑level product information, and efficiently triaging tickets for resolution. The team sits at the intersection of customer experience and technical execution, developing solutions to address complex technical challenges.

The team is experienced in web development and handles more complex tasks such as customer onboarding, technical debugging, internal tooling maintenance, and the development of custom solutions to address customer issues. They work closely with our Customer Success, Product and Engineering teams ensuring customers get the most out of our platform and feed insight back into how it evolves.

What you’ll be doing

• Provide leadership, guidance, training, and performance evaluations of the team.
• Promote teamwork and professional growth by fostering a positive and productive work environment.
• Enhance efficiency and customer satisfaction by developing and implementing team policies and procedures.
• Monitor and analyse key ticket metrics, identifying trends to surface improvements and report on performance.
• Ensure timely and accurate resolution of customer inquiries and technical issues.
• Meet service level agreements (SLAs) by managing support resources, including staffing and budgeting.
• Improve product offerings by collaborating with teams across Customer Success, Product Development, Sales, and Engineering to address customer feedback.
• Continuously improve the support function by staying updated on industry trends and best practices.
• Handle escalated customer issues and ensure effective resolutions.
• Build internal tools and workflows that improve how the team operates, including exploring how AI and automation can be woven into day to day support processes.

What you'll need

• Commutable distance to NYC, you may be required to meet with customers and internal teams regularly.
• A consistent track record of successfully leading and empowering technical support teams, with experience managing and developing high‑performing individuals.
• Ability to get deep into a complex product, understanding how different components work together, why customers use them and how to translate that into effective support and leadership.
• Successful track record of setting up and iterating on support processes and strategy. You’re not afraid to question existing tools and approaches and come up with new recommendations.
• A strong track record of managing complex technical escalations, including those with commercial stakes and can connect support to customer revenue impact.
• Extensive experience working in a Technical Support environment and are comfortable getting into the weeds alongside your team to solve problems.
• A strong technical foundation, comfortable with Web technologies (JavaScript), APIs and data flows and can support the team with technical questions.
• Ability to communicate with both technical and non-technical audiences.
• An interest in leveraging AI and automation to enhance the efficiency and effectiveness of how support teams work.
• Excellent communication and interpersonal skills.
• Capacity to manage multiple priorities in a fast‑paced environment.
• Experience with Zendesk (or similar customer support platform)

We’ll be excited if you also have…

• In-depth understanding or experience within the Adtech ecosystem.
• Experience writing technical documentation and building internal knowledge databases.
• Experience with SQL or Google Cloud.

What we’re offering

We take a structured, objective approach to salary‑setting, which is based on market information, our compensation strategy, and your experience and capability assessed through our interview process. For a typical candidate who meets our requirements, we pay a base salary between $150,000 and $175,000 with a 10% bonus tied to customer retention metrics.

Permutive Benefits

• In this together: As a full‑time employee, you’ll become a shareholder with stock options, sharing in our collective success.
• Family Comes First: Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.
• Your Time, Your Way: Flexible hours let you fit work around your life, whether it’s hitting the gym, meditating, or handling family needs.
• Upgraded Workspace: A $450 budget helps you create the perfect home office setup.
• Recharge & Refocus: Unlimited paid time off (with a minimum of 25 days + public holidays) ensures you get the rest you need.
• Grow with Us: Ongoing training and development opportunities fuel your career aspirations.
• Mental Health Matters: We prioritize your well‑being with free access to TalkSpace, our mental health partner.
• Healthy & Happy: Comprehensive health, dental, and vision coverage keeps you and your family feeling your best. Choose a plan with 100% coverage for yourself, with options to cover your dependents at 75%.

Work Your Way

Permutive trusts you to manage your time and deliver results. Our hybrid model allows you to choose where you work best, whether in your own productive space or our London (Farringdon) or New York (Union Square) offices. That said, none of us work alone; we are part of a team.

To foster collaboration and connection, teams in these locations come together in person at least once a week and are encouraged to benefit from being in our offices to meet with teams more often. Commercial and customer‑facing teams are encouraged to embrace in‑person interactions to build lasting relationships with clients and colleagues.

Every Permutive employee gets together in person at the company’s Annual Kick Off for a week in February. Each year’s event promises to be an exciting opportunity for us to come together, reconnect with colleagues, and align on our shared vision for the year ahead.

Diversity, Equity & Inclusion

At Permutive, we’re taking a thoughtful, intersectional, long‑term approach to diversity, equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish, and we are taking continual action to progress in that direction.

We’re committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.