[Hiring] Manager, Technical Support @GRIN
Mar 14, 2025 - GRIN is hiring a remote Manager, Technical Support. 💸 Salary: $108,500 - $127,500 usd. 📍Location: USA.
Role Description
As GRIN’s Manager, Technical Support you will manage, mentor, and grow the technical support team, who are on the front lines of customer support for our brands and creators. Our Technical Support Engineers respond to customer needs via email and chat in Intercom, and collaborate closely with engineering to troubleshoot software issues. As the manager of this team, you will ensure this team is enabled via training, systems and processes set up to deliver best-in-class support. You will play a significant role in designing and implementing an expanded support model, including phone, expanded hours, and strategies for ticket deflection.
- Provide direct management of the Technical Support Engineers through ongoing training and weekly 1 on 1s
- Provide best-in-class customer support through the Intercom ticketing system and chat support
- Take lead responsibility for direct interaction with customers on escalated cases
- Implement operational practices to track KPIs and performance of teams and individuals, doing consistent quality control and striving for continuous improvement
- Work cross-functionally across teams in the organization such as engineering and account management to support the feedback loop that improves our product and our customer experience
- Partner with Customer Experience leadership to design, staff, implement and manage an expanded support model including phone, expanded hours, tiered support offerings, and strategies for ticket deflection
- Additional responsibilities as assigned
Qualifications
- 5+ years of experience in SaaS support
- 2+ years of experience as a manager (of SaaS support is a plus)
- Prior experience with Intercom or equivalent ticketing system required
- Excellent leadership skills and a commitment to customer service
- Demonstrated operational excellence in process development & improvement, and managing a team in line with high expectations
- Able to be flexible at responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organization and with external stakeholders and customers
- Strong operational skills that will drive organizational efficiencies and customer satisfaction
- Strong technical acumen with the ability to quickly learn a new technology and support others in troubleshooting
- Experience with tiered, multi-channel support a plus
- Experience with Jira a plus
Requirements
- GRIN is committed to fair and equitable compensation practices. Final compensation for the role will depend on a number of factors including a candidate’s qualifications, skills, competencies, and experience as it relates to the role.
- United States Annual Base Salary Range: $108,500 — $127,500 USD
Benefits
- 16 days of PTO + 10 sick Days + 15 paid holidays
- Medical, dental and vision insurance
- 401(k) program plus company match
- Paid child bonding leave
- Home office set up reimbursement
- Co-working space reimbursement
- Employee stock option program
- Professional development stipend
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
$108,500 - $127,500 usd
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 14, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
