Job Title

Job Summary: We are seeking a highly motivated and experienced Technical Support Manager to lead our support team and ensure the delivery of exceptional technical assistance to our customers. The ideal candidate will have 4–5 years of hands-on experience in technical support, with at least 1–2 years in a leadership or managerial role. This position requires strong problem-solving skills, a customer-first mindset, and the ability to mentor and guide a growing team in a fast-paced, technology-driven environment.Key Responsibilities: Lead and manage the day-to-day operations of the technical support team Act as an escalation point for complex or critical support issues Ensure timely and effective resolution of customer issues across various channels (email, phone, chat, ticketing system) Monitor team performance, SLAs, and KPIs to maintain a high standard of service Collaborate cross-functionally with Product, Engineering, and QA teams to resolve recurring technical issues and improve product reliability Develop and implement support policies, workflows, and knowledge base documentation Provide coaching, training, and performance feedback to support team members Participate in onboarding of new team members Analyze support trends to proactively address customer needs and identify opportunities for improvementRequirements: 4–5 years of technical support experience, with at least 1–2 years in a supervisory or managerial role Strong technical background with familiarity in [SaaS, POS systems, APIs, etc.] Proven ability to lead and mentor a team, manage performance, and drive operational excellence Excellent communication and interpersonal skills Customer-focused mindset with a passion for delivering high-quality support experiences Experience with helpdesk tools (e.g., Freshdesk, Asana) and reporting dashboards Ability to work effectively under pressure and manage multiple prioritiesPreferred Qualifications: Experience working in a startup or SaaS environment Familiarity with SQL, APIs, or basic scripting is a plus