Technical Support Manager
Job description
About the role
Attio is on the lookout for a Technical Support Manager who will take charge of our support team, which has impressively maintained a 98% customer satisfaction score. In this position, you will be responsible for nurturing a team of Technical Support Specialists, refining operational workflows, and establishing scalable systems that ensure top-notch customer support as we grow. You will work closely with various departments to elevate the customer experience and play a vital role in shaping product development.
Key facts
What you'll do
- Lead the recruitment, onboarding, training, and development of a skilled team of Technical Support Specialists, promoting a culture centered around accountability and customer service excellence.
- Ensure that the support team consistently provides timely, insightful, and technically precise assistance, thereby upholding high levels of customer satisfaction.
- Collaborate with team members to tackle intricate customer issues, working in tandem with Product and Engineering teams to deliver prompt resolutions and enhance the overall customer experience.
- Serve as a champion for customer needs within the organization, identifying patterns and relaying feedback that informs both product and operational strategies.
- Develop scalable systems, workflows, and support processes that enhance service quality and facilitate effective team expansion.
- Work alongside Product, Engineering, Marketing, and Operations teams to improve customer outcomes and contribute to the development of Attio's product roadmap.
- Oversee team performance by tracking key support metrics, evaluating operational health, and monitoring customer satisfaction, while fostering a culture of continuous improvement.
- Implement training programs that empower team members to enhance their technical skills and customer service capabilities.
- customer feedback to identify areas for improvement in both support processes and product features.
- Prepare regular reports for senior management that highlight team performance, customer satisfaction trends, and operational challenges.
- Engage in strategic planning sessions to align support initiatives with broader company objectives.
Requirements
- A minimum of 3 years of experience in building, managing, and developing remote B2B support teams, with a demonstrated ability to mentor individuals and enhance team performance.
- At least 5 years of experience in customer-facing roles, particularly in support of technical SaaS products, preferably within a startup or rapidly growing organization.
- Proficiency in troubleshooting APIs, AI products, CRMs, integrations, and workflow tools, along with the ability to collaborate effectively with technical stakeholders.
- A solid understanding of customer needs, coupled with the ability to align those needs with overarching business objectives.
- Experience in designing systems, processes, and tools that yield better results for customers and internal teams alike.
- Highly organized, data-oriented, and dependable, with sound judgment and a strong focus on execution.
- A collaborative spirit, thriving in dynamic, early-stage environments where adaptability is key.
Nice to have
- Familiarity with customer support software and ticketing systems.
- Experience in data analysis and reporting tools to track support metrics.
- Knowledge of industry best practices in customer support and service management.
- Previous experience in a startup environment, particularly in a technical capacity.
- Fluency in additional languages to cater to a diverse customer base.
Skills & tools
- APIs
- AI products
- CRMs
- Integrations
- Workflow tools
Practical notes
The hiring process will include several stages: initial discussions consisting of a 30-minute chat with a Talent Acquisition representative, followed by a 30-minute interview focused on your track record with the Technical Support Manager. Next, there will be a take-home technical exercise. Core interviews will involve a 45-minute session on leadership, program building, and cross-functional collaboration, along with a 30-minute strategy and program vision discussion. The final stage will consist of a 30-minute closing conversation with the CEO, culminating in an offer call.
About the company
Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need.