Manager, Technical Support

Successful candidates will exhibit strong communication and people management skills and will act as a personable relationship builder that demonstrates effective leadership through change.  The successful candidate has a strong track record as a servant leader, with a strong focus on clearing roadblocks and enabling their teams to best support customers.  You will have demonstrated leadership experience in a customer or end user SaaS Support environment and possess strong technical problem-solving abilities with a customer service orientation.

Previous experience in a SaaS or enterprise grade organization.

Post-secondary education (minimum of an undergraduate degree is preferred).

10 years SaaS support experience in a client-facing role.

At least 5 years of progressive leadership experience within a support organization.

Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non-technical stakeholders.

We are seeking a highly motivated, client-focused individual to join the Global Relay Client Services team.

As part of Client Services Team, the Manager, Client Services, will lead Global Relay customer-facing teams in a 24/7 environment. You will be responsible for the team’s day-to-day operations, leading a team of 6-12 experienced subject matter experts. The Manager will build strong relationships with peers to execute departmental strategies.

In this role, you will have the opportunity to hire, coach and lead a growing team. Your accountabilities will include reporting on key metrics, handling client escalations and identifying opportunities to improve client experience. You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution, implement best practices and maintain high client satisfaction.

Leads a team that is responsible for providing a high level of technical support and customer satisfaction.

Conducts weekly 1:1s, prepares performance assessments; mentors and guides the professional and technical development of your team members.