Technical Support Manager

We are seeking a highly skilled and motivated Manager of Technical Support to lead our customer support team at Aura. The Manager of Technical Support will play a critical role in ensuring the highest level of customer satisfaction by overseeing the technical support operations, managing a team of support specialists, and implementing strategies to continuously improve the support experience for our customers.

Day to Day:

• Team Leadership: Lead and mentor a team of technical support specialists, providing guidance, coaching, and support to ensure the team meets and exceeds performance targets.

• Technical Expertise: Serve as the primary technical expert within the support team, resolving complex customer issues, troubleshooting technical problems, and providing guidance on product usage and features.

• Customer Service Excellence: Champion a customer-centric approach to support, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency.

• Process Improvement: Continuously evaluate and refine support processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. Identify opportunities for automation and optimization to streamline support operations.

• Product Knowledge Management: Develop and maintain comprehensive knowledge resources, including FAQs, troubleshooting guides, and training materials, to empower both customers and support team members with accurate and up-to-date information about Aura products and services.

• Cross-Functional Collaboration: Collaborate closely with other departments, including product development, engineering, and sales, to provide valuable customer insights, escalate technical issues, and contribute to the ongoing improvement of Aura products and services.

• Performance Monitoring and Reporting: Track and analyze key performance metrics related to customer support operations, including response times, resolution rates, customer satisfaction scores, and team productivity. Generate regular reports and actionable insights to inform decision-making and drive continuous improvement.

What you bring to the table:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• Proven experience (5 years) in technical support or customer service roles, with at least 2 years in a leadership or managerial capacity.

• Strong technical aptitude and expertise in troubleshooting software, hardware, and network issues.

• Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

• Exceptional interpersonal skills and a demonstrated ability to motivate, coach, and develop a team.

• Experience with CRM systems, ticketing systems, and other support tools. Experience with Jira and Salesforce required.

• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.

• Passion for delivering exceptional customer experiences and a commitment to continuous improvement.

Why Join Aura:

• Opportunity to make a meaningful impact by helping families live safer and more connected lives.

• Collaborative and inclusive work environment with a focus on innovation and excellence.

• Competitive salary and benefits package, including health insurance, retirement savings plan, and flexible work arrangements.

• Growth and development opportunities to expand your skills and advance your career in a rapidly growing industry.

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!

Pay range for this position is $65,000 - $85,000 but may vary depending on job-related knowledge, skills, experience and location.