Technical Support Manager - Data & Power Markets Remote

Yes Energy; Boulder (CO); Hybrid; USD 110,000 - 125,000; Full time

Job summary

Yes Energy is seeking a Manager of Customer Support to lead a fast-paced, highly technical team delivering prompt, friendly, and smart customer support. You will coach professionals across levels, balance day-to-day people management with hands-on resolution of complex issues, and mentor a culture of accountability and continuous improvement.

You will build growth plans, manage on-call rotations with additional compensation, and partner with Product and Engineering to align the roadmap with

Qualifications

• Five+ years in technical customer support or technical sales.

Responsibilities

• Lead, coach, and mentor a team of technical support professionals, setting clear expectations, individual growth plans, and performance goals.
• Recruit, hire, onboard, and develop team members to build a high‑performing, technically capable support organization.
• Conduct regular one‑on‑ones and performance reviews, managing performance improvement plans and career development conversations as needed.
• Build and maintain internal onboarding and ongoing training programs to grow the team's technical and customer service skills.
• Develop and champion team best practices and standards, fostering a culture of accountability, ownership, and continuous improvement.
• Own team KPIs — including resolution time, average handling time and sentiment scores — reporting on team health and performance to senior leadership and driving improvement plans as needed.
• Conduct weekly ticket quality assurance reviews to identify coaching opportunities and address them directly with team members.
• Contribute to and lead special projects, including acquisition integrations.

Skills

Leadership

People management

Coaching

Performance management

Onboarding

Training

KPIs

Communication

Customer support

Troubleshooting

Tools

Freshdesk

Jira

Salesforce

Job description

Yes Energy is seeking a Manager of Customer Support to lead a fast-paced, highly technical team delivering prompt, friendly, and smart customer support. You will coach professionals across levels, balance day-to-day people management with hands-on resolution of complex issues, and mentor a culture of accountability and continuous improvement.

You will build growth plans, manage on-call rotations with additional compensation, and partner with Product and Engineering to align the roadmap with