Technical Support Manager
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Job Description
Manager of Technical Support overseeing US team and sharing leadership of Philippines team at Zip. Responsible for ensuring high-quality customer support and operational excellence.
Responsibilities:
- Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways.
- Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage.
- Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals.
- Foster a culture of ownership, urgency, technical excellence, and customer advocacy.
- Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution.
- Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering.
- Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution.
- Build and scale global escalation pathways from Customer → Product → Engineering.
- Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks.
- Identify systemic friction points and implement process improvements that enhance predictability and SLA performance.
- Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed.
- Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions.
- Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches.
- Step in directly with customers when urgent or highly technical situations require leadership engagement.
- Utilize observability tools, logs, and analytics platforms (e.g., DataDog) to identify patterns and operational risks.
- Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates.
- Champion automation and AI-driven support capabilities to scale the organization efficiently.
Requirements:
- 7+ years in technical, customer-facing roles with at least 3 years in a people management capacity within Technical Support or a similar function.
- Proven experience leading distributed or global teams.
- Strong track record partnering with Engineering and Product to resolve complex technical issues.
- Experience supporting enterprise-scale customers in SLA-driven environments.
- Demonstrated success building scalable processes and improving operational performance.
Benefits:
- Full health, vision & dental coverage
- Catered lunches & dinners for SF employees
- Commuter benefit
- Team building events & happy hours
- Flexible PTO
- Apple equipment + home office budget
- 401k plan
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