Manager of Technical Support Job at Virtuous in Phoenix

About Us Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving. Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world's leading nonprofits We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don't take ourselves too seriously. We believe that life is too short not to love what you do. The ideal candidate for Virtuous embodies our values by: Asking questions with a spirit of curiosity Giving feedback freely with candor & grace, welcoming it in return Displaying a passion for philanthropy and technology Serving with joy. Everyone is willing to make the coffee Celebrating the wins & milestones of others Assuming good intent & demonstrating trust in others Pursuing relationships with people different from themselves & creates space to be human Find our core values & more here . Candidates willing to commute and work out of our downtown Phoenix, AZ office (3-day/week hybrid schedule) are preferred, though we are accepting resumes from candidates working remotely throughout the US. Position Summary As Manager of Technical Support, you will report to the Director of Technical Support and play a critical role in overseeing one of three specialized support teams, composed of both Tier 1 and Tier 2 support agents. This team is responsible for managing all support requests within specific application areas, including troubleshooting, issue resolution, and creating bug reports when necessary. This role will involve close cross-functional partnership with our Product and Engineering teams to prioritize bugs, advocate for customers, and drive timely resolutions. In addition to operational oversight, the Manager of Technical Support is tasked with nurturing a high-performing team of subject matter experts. You will foster a culture of collaboration, ensuring team members are equipped with the skills, tools, and motivation to deliver world-class support. Success in this role will be measured by the team's ability to meet or exceed key performance metrics, such as Customer Satisfaction, Initial Response Time, and Time to Resolve. Additional success factors include adherence to SLA commitments, thorough documentation of product issues, and preparing the team for upcoming releases. Responsibilities Product Expertise: Deeply immerse yourself in our products through hands-on troubleshooting, reviewing documentation, and exploring nonprofit customer use cases to gain a comprehensive understanding. Develop and maintain internal documentation and workflows to ensure team members have up to date resources to resolve issues efficiently. Team Performance: Leading, coaching, and training a team of support agents to achieve both individual and team goals. Monitor and report on monthly performance metrics and quarterly OKRs. Owning high-priority tickets and managing customer escalations, ensuring clear communication and resolution. Collaboration: Collaborate with other Technical Support Managers and Leads to align on strategies to achieve department goals. Partner with cross-functional teams including but not limited to Product, Engineering, Customer Success to prioritize and resolve critical issues. Act as a liaison between the Support team and Engineering team to ensure alignment on priorities. Execution: Drive team engagement and foster an inclusive, collaborative environment. Identify opportunities for product improvement based on customer feedback and support insights. Improve processes and best practices to enhance the quality and efficiency of support. You Must Have 5 years experience in B2B SaaS Technical Support 2 years experience leading and coaching a team of direct reports Analytical mindset with experience making data-driven decisions. Experience working with Engineering and QA teams. Experience working with and troubleshooting CRM systems. Phenomenal documentation, organizational, and communication skills. Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc. The ability to thrive in a fast-paced, flexible start-up environment. Nice to Have 2 years experience working as part of a Tier 2 or Tier 3 team. Strong understanding of APIs and Integrations. Basic understanding of SQL Experience creating reports using a BI platform or other reporting tools. Experience training or implementing AI chatbots. What We Offer Market competitive pay leveraging Carta data Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.) 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days We value our employee's work-life balance and encourage taking advantage of Unlimited PTO Supportive time off including paid volunteer days and company holidays Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well) We pride ourselves on Community and host exciting company outings and events.