Customer Support Manager (Networking)

Overview:
Our SaaS Product client will be hiring a hands-on Customer Support Manager (networking industry or technical knowledge) to lead and manage a front-line Level 1 and Level 2 Support Agents. You and your teams will manage all incoming tickets, phone calls, and requests, focusing on ensuring timely and effective resolutions for customer inquiries and technical issues. Expect to guide your team in assessing each situation, appropriately routing requests, and efficiently resolving tickets.

Your team will consist of 10 third-party agents (Philippines) who support the organization. You will lead them and work closely with the third-party leadership, overseeing both strategic and tactical initiatives. Expect to train and mentor support staff, implement best practices, and identify opportunities to enhance customer-facing training materials.

100% REMOTE expectation (US only). Work hours 8am-5pm EST.

**It is important for the candidate to be living in Eastern Time Zone**

This role reports to the VP of Customer Success and will have direct reports.

Responsibilities:

• Lead, manage, hire and train Level 1 and Level 2 support teams located in the Philippines, providing guidance, performance monitoring, ongoing coaching and support to ensure high levels of team engagement and development.
• Collaborate closely with the team and third-party leadership team to define strategy and manage tactical initiatives, ensuring alignment with overall business goals and customer needs.
• Ensure strict adherence to customer service level agreements (SLAs) and escalate critical issues as needed.
• Collaborate closely with customers to address escalated inquiries, ensuring swift and effective solutions.
• Develop and implement training programs to continually enhance both technical expertise and customer service skills, ensuring the team remains equipped to meet evolving customer needs.
• Work alongside Level 3 Support agents, engineering, and product teams to identify and resolve recurring issues, manage outstanding tickets, drive improvements in product performance and customer experience.
• Efficiently troubleshoot and resolve support tickets and customer inquiries, conducting thorough system tests and refining troubleshooting processes to continuously improve resolution times and outcomes.
• Participate in a rotating L3 on-call schedule
• Create and implement team KPIs (Key Performance Indicators) and establish comprehensive reporting frameworks to track progress and performance.

Qualifications:

• Technical Support leadership experience.
• Experience with Mikrotik, Ubiquiti, Ruckus, Aruba or other gateways.
• Experience analyzing performance metrics and implementing strategies for improvement.
• Experience working in the networking industry or strong understanding of networking concepts.

Preferred:

• Familiarity with Captivnet products
• Zendesk administration
• SaaS product knowledge.
• CompTIA certification