CampusPoint
Technical Support Manager
CampusPoint - Redmond, Washington, United States, 98052
Work at CampusPoint
Overview
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Overview
3 days ago Be among the first 25 applicants
This range is provided by CampusPoint. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$75,000.00/yr - $103,000.00/yr Manual inventory tracking is slow, prone to mistakes, and mind-numbingly tedious. This tech start up is on a mission to revolutionize supply chains in retail, food service, logistics, and grocery. Leveraging the power of AI, computer vision, and augmented reality, they enable automated inventory counts. Their technology instantly tallies inventory items with the scan of a smartphone or tablet. They are seeking a
Customer Technical Support Manager
to lead and oversee their customer support team. In this role, you will manage a group of customer technical support specialists, ensuring delivery of high-quality support while fostering a culture of continuous improvement and customer satisfaction. You will work closely with the Director of Customer Support to implement policies, scale support operations, and optimize team performance. The ideal candidate is a hands-on leader who thrives in a fast-paced SaaS environment, balancing customer issue resolution, process enhancement, and team development. Compensation:
$75,000K - $103,000K/yr Responsibilities
Hire, train, and mentor customer support representatives. Providing team coaching, guidance, and performance management. Monitor team performance related to KPIs and conduct regular performance reviews. Foster a collaborative and positive team culture focused on customer satisfaction. Execute training programs to ensure the team stays up to date on product knowledge and support best practices. Customer Support Operations Serve as an escalation point for complex or high-priority customer issues. Oversee daily ticket management, ensuring prioritization and prompt responses. Assist in developing and enforcing SLAs for response and resolution times. Cross-Functional Collaboration Collaborate with Product/Engineering to communicate and resolve technical issues. Provide insights into customer pain points to inform product improvements. Conduct occasional on-site visits to customer locations for hands-on support. Requirements
Educational Background:
Bachelor's degree or equivalent experience Experience: 5+ years of experience in a customer support role, with at least 2+ years managing a team. Experience working with SaaS products and customer support software. Skills: Strong leadership and team management skills, with experience in coaching and performance development. Excellent problem-solving skills and the ability to handle escalations. Strong communication and interpersonal skills, with a customer-first mindset. Ability to prioritize and multitask in a fast-paced, evolving environment. Passion for optimizing support processes and improving customer experience. CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1+206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy. Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service and Information Technology Industries
Staffing and Recruiting
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$75,000.00/yr - $103,000.00/yr Manual inventory tracking is slow, prone to mistakes, and mind-numbingly tedious. This tech start up is on a mission to revolutionize supply chains in retail, food service, logistics, and grocery. Leveraging the power of AI, computer vision, and augmented reality, they enable automated inventory counts. Their technology instantly tallies inventory items with the scan of a smartphone or tablet. They are seeking a
Customer Technical Support Manager
to lead and oversee their customer support team. In this role, you will manage a group of customer technical support specialists, ensuring delivery of high-quality support while fostering a culture of continuous improvement and customer satisfaction. You will work closely with the Director of Customer Support to implement policies, scale support operations, and optimize team performance. The ideal candidate is a hands-on leader who thrives in a fast-paced SaaS environment, balancing customer issue resolution, process enhancement, and team development. Compensation:
$75,000K - $103,000K/yr Responsibilities
Hire, train, and mentor customer support representatives. Providing team coaching, guidance, and performance management. Monitor team performance related to KPIs and conduct regular performance reviews. Foster a collaborative and positive team culture focused on customer satisfaction. Execute training programs to ensure the team stays up to date on product knowledge and support best practices. Customer Support Operations Serve as an escalation point for complex or high-priority customer issues. Oversee daily ticket management, ensuring prioritization and prompt responses. Assist in developing and enforcing SLAs for response and resolution times. Cross-Functional Collaboration Collaborate with Product/Engineering to communicate and resolve technical issues. Provide insights into customer pain points to inform product improvements. Conduct occasional on-site visits to customer locations for hands-on support. Requirements
Educational Background:
Bachelor's degree or equivalent experience Experience: 5+ years of experience in a customer support role, with at least 2+ years managing a team. Experience working with SaaS products and customer support software. Skills: Strong leadership and team management skills, with experience in coaching and performance development. Excellent problem-solving skills and the ability to handle escalations. Strong communication and interpersonal skills, with a customer-first mindset. Ability to prioritize and multitask in a fast-paced, evolving environment. Passion for optimizing support processes and improving customer experience. CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1+206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy. Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service and Information Technology Industries
Staffing and Recruiting
#J-18808-Ljbffr