Technical Support Manager: Escalations & Ops

FREEDOM SOLUTIONS GR; North Carolina; On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Generous paid time off

Career growth opportunities

Job summary

FREEDOM SOLUTIONS GR is seeking a Manager, Technical Support to lead a team of Technical Support Engineers in Raleigh, NC. The role involves ensuring high-quality customer outcomes across Litera's products.

Responsibilities include managing escalations, overseeing daily operations, and fostering a strong team culture. Candidates should have considerable experience in technical support and leadership, preferably in SaaS. A comprehensive benefits package is offered, supporting work-life balance and career growth.

Qualifications

• 5+ years of experience in technical or customer support, preferably in SaaS or enterprise software.
• 2+ years of experience in a people leadership or team lead role.
• Proven experience owning customer escalations in SLA-driven environments.

Responsibilities

• Lead, coach, and develop a team of Technical Support Engineers.
• Own customer escalations and manage SLA adherence.
• Oversee daily support operations and monitor workload distribution.

Skills

Customer advocacy

Technical support experience

Leadership skills

Communication skills

Tools

Salesforce Service Cloud

Jira

Job description

FREEDOM SOLUTIONS GR is seeking a Manager, Technical Support to lead a team of Technical Support Engineers in Raleigh, NC. The role involves ensuring high-quality customer outcomes across Litera's products.

Responsibilities include managing escalations, overseeing daily operations, and fostering a strong team culture. Candidates should have considerable experience in technical support and leadership, preferably in SaaS. A comprehensive benefits package is offered, supporting work-life balance and career growth.