Manager of Marketplace Technical Support
Pax8
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Manager of Technical Support oversees our Technical Support teams in both daily operations and execution of longer-term initiatives. They elevate both the team as a whole and the individual team members while guiding and developing them to meet their goals. The Manager also acts as a mentor to the team leads and ensures that the team is performing at its highest level. They work with Partners and other teams during both the onboarding process as well as the ongoing relationship between Marketplace Technical Support and those Partners.
Essential Responsibilities:
- Team Management
- Monitor team performance based on KPIs.
- Develop, refine, and maintain support SLOs and SLAs as well as their performance.
- Perform 1:1s with team leads and individual team members.
- Review both individual and overall team growth and employee development.
- Collaborate and align with departments related to Technical Support.
- Develop and manage the onboarding and training processes for new hires.
- Operations Management
- Act as a major point in partner and internal escalations.
- Collaborate with leadership to develop, optimize, and document support processes.
- Develop and manage quality of service processes aimed at improving the partner experience.
- Monitor and manage the team’s overall ability to successfully deliver service - based on capacity, coverage, capability, and resource availability.
- Product and Partner Ownership
- Develop, refine, and manage the implementation of new products to be delivered to Marketplace Technical Support.
- Ensure Marketplace Technical Support representation during Product & Engineering cadence and product discovery calls.
- Act as liaison between Marketplace Technical Support teams and internal stakeholders to ensure both are meeting expectations.
- Knowledge Management
- Ensure teams are properly equipped with the necessary information and tools.
- Facilitate ongoing training for teams.
- Drive Knowledge Base content generation and creation.
Ideal Skills, Experience, and Competencies:
- At least eight (8) years of experience providing direct customer facing support.
- At least three (3) years of experience as a manager or leader of a team delivering technical support.
- Ability to build and develop teams high functioning support teams an identity that brings forward their diverse skills and perspectives to achieve common goals.
- Strong communication skills, written and verbal.
- A proven ability to enter incident escalations and defuse situations where partners and/or customers may be dissatisfied.
- Ability to manage accountability and maintain a quality standard.
- Ability to identify work that needs to be done while delegating or performing related tasks as needed.
- Strong understanding of troubleshooting concepts as well as an understanding of cloud technologies and Pax8’s service offerings.
- Ability to work and collaborate with stakeholders from other departments and vendors to meet common goals.
- Proven track record leading SaaS Support organizations and the ability to leverage data-driven strategies to enhance performance and customer satisfaction.
- The ideal candidate will demonstrate expertise in creating insightful dashboards and developing key performance metrics to monitor and improve team efficiency, identify trends, and drive strategic decision-making by reporting up to leadership on achievement of KPI targets
- Deep experience in workforce management for call centers
Required Education & Certifications:
- B.A./B.S. in related field or equivalent work experience.
- Certification in Microsoft products and/or Services preferred but not required.
Compensation:
- Qualified candidates can expect a compensation range of $100,000/yr to $130,000/yr or more depending on experience.
Expected Closing Date: 01/31/2025
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups