About the Role:
The Manager of Technical Support team will coach and guide members of our Technical Support team, lead the team’s strategy, and scale the team as Panorama continues to grow. The Technical Support team is responsible for delivering best-in-class user support to all of Panorama’s users via email, phone, and chat. Our Technical Support team constantly adapts and expands our impact as our products and client base grow.
Responsibilities:
Team leadership and coaching:
- Lead and manage a team of Technical Support Representatives and Engineers
- Onboard, train, coach and develop members of the Technical Support team to succeed at Panorama
- Embed diversity, equity and inclusion when building systems and processes internally and externally
- Track, hold accountable, and help your team grow at performance metrics at individual and team levels
- Forecast Technical Support capacity to effectively support our clients throughout the year, especially in peak periods
Process design and management:
- Define new processes and expectations as the product and Panorama’s delivery model for serving clients changes and evolves
- Creatively seek ways to scale Technical Support’s impact through product improvements, service delivery, team processes, changes in our delivery model, etc.
- Drive continuous process initiatives to increase productivity, improve customer satisfaction, and consistently meet business KPIs
Cross functional leadership:
- Collaborate with teams across the Client Experience function to guarantee the success of new products and features, acting as an advocate both for the Technical Support team and the client
- Consider feedback from teams across the Client Experience function to adapt the vision and strategy for the Technical Support team and how it interacts with other teams
- Join forces with our Engineering and Product teams to enhance the client experience with incremental improvements and game-changing innovations
Our Ideal Candidate Has:
- 3+ years of leadership and/or coaching experience within Technical Support
- Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations and the company
- Experience in using data to understand, track progress, solve problems, and evolve processes
- Proven ability to manage a cross-functional team to resolve escalated issues
- Experience managing a team through change such as the introduction of new workflows or policy changes
- Demonstrated experience advancing diversity, equity and inclusion
- Success optimizing the talent of their team through improving systems and processes to support high performing teams
- Experience learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes
- Strong technology background with a comprehensive knowledge of Mac and PC based applications and basic knowledge of browser and SSO issues
- Highly proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
- Ability to travel occasionally within the US and Mexico
Salary:The salary range for this role is $121,500 - $162,000 annually
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