Technical Customer Support Manager

Job Overview

We are seeking a highly experienced and proactive Customer Support Project Manager to join our customer support team. This individual will play a critical role in shaping and improving our complaint-to-resolution processes, managing support escalations and identifying trends that need resolution at the product / engineering level. The ideal candidate combines strong organizational and communication skills with hands‑on experience in customer support and project management.

Key Responsibilities

• Design and Maintain Workflows : Collaborate cross-functionally to create and continuously improve a high-level complaint-to-resolution workflow that ensures speed, transparency and accountability.
• Ticket Oversight and Assignment : Monitor open support tickets across all tiers, ensuring timely assignment and resolution. Balance workloads across the team and intervene when bottlenecks occur.
• Escalation Management : Oversee and refine the process for escalating issues from Tier 2 to Tier 3, ensuring only well-documented and truly escalated issues are passed on to engineering.
• Trend and Pattern Analysis : Regularly review ticket data to identify frequent or high-impact issues. Coordinate with Product and Engineering to create queues of recurring issues that need systemic fixes.
• Customer Communication : Personally handle complex or sensitive customer interactions including complaint resolution, service recovery and follow-ups with empathy and professionalism.
• Cross-Functional Collaboration : Serve as a key liaison between Support, Product, Engineering and other departments. Translate customer pain points into actionable tasks and priorities.
• Support Process Ownership : Act as the owner of key support processes and projects driving consistency, accountability and measurable outcomes.

Required Skills & Qualifications

Preferred Qualifications

What Success Looks Like

Employment Details

Employment Type : Full Time

Experience : years

Vacancy : 1

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