122 day(s) ago

Technical Support Manager - Perfect Audience

Negotiable salary


Remote worker location: United States
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time

SharpSpring

Gainesville
A Complete Sales & Marketing Platform
Powerful. Affordable. For Everyone

General overview of the role

SharpSpring is looking for a talented Technical Support Manager to join our team for our Perfect Audience platform. The Technical Support Manager plays an instrumental part in providing personalized and superb support for our Advertisers. You will interface with advertisers as well as lead a small team of Technical Support Engineers. You will be handling escalations, and assessing overall team performance in order to make recommendations for improvements. As the expert in our application, you will also provide direction to our product team informed by advertiser feedback and behavior, help drive attrition reducing initiatives, and work towards achieving overall company goals.

Responsibilities

Working with an assigned team of Technical Support Engineers, including conducting 1:1s, holding team meetings, performing peer reviews, and other associated administrative management tasks
Owning delivery of a first-class support experience by your team; ensuring consistently professional and courteous customer support services are delivered
Ensuring your team meets and exceeds service level objectives (SLOs) as defined by leadership and the company
Serving as the technical knowledge center for your assigned area of the application; working with other support teams, training new hires, vetting application bugs, and working directly with Product Managers and App Success teams
Reaching out directly to advertisers who have provided negative CSATs to identify ways the department can improve the customer experience and prevent attrition
Analyzing team efficiency, current support needs, gaps, and processes that impact the overall customer experience; reporting on findings and presenting solutions to leadership
Acting as a product advocate for advertisers by providing advertiser perspective/advertiser feedback to the Product and Development teams
Actively participating in the Help Center Community Forum as a knowledge expert

Requirements

College Graduate
2-3 years of experience in client services/customer support space
Strong understanding of internet technologies and a demonstrated capacity to learn
Ability to actively drive problems to resolution
Sound decision making and critical thinking skills
Expert organization and prioritization skills
Strong communication skills both verbal and written
Ability to contribute to a team environment across all levels with a high degree of professionalism

Skills considered as a good plus

Understanding of the online advertising industry (Facebook Marketplace Ads, Paid Search, SEO, Ad Exchanges, etc.)
Strong statistical/math background
Experience using CRM products
Fluency in another language (as well as English)

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