Technical Support Manager – Perfect Audience

Full time
Customer Support
United States
Hiring from: Anywhere

Title: Technical Support Manager – Perfect Audience

  • Location: United States – Remote – Full-TIme

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.

The 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

The Person

  • 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

Major Plus if you have:

  • 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)

Find Out What It’s Like to Work at SharpSpring

SharpSpringers are dedicated, diverse individuals working to provide the best product and service possible to our customers. SharpSpring (NASDAQ: SHSP) provides excellent benefits, an engaging workplace, and talented, friendly coworkers. Join our team!

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