Technical Customer Support Manager jobs in Seattle, WA

At Syncro, we are a highly creative and collaborative team crafting software applications to help small businesses be successful. Our software provides a platform for IT Professionals and Managed Service Providers to do job tracking and ticketing, SLA Management, invoicing, and integrations with tons of online tools. We are a different kind of startup — we know that making the lives of our customers easier and more fun is the way to build great long-term relationships while having fun creating and inventing along the way. We value people, creativity, trust, and diversity which inspires success and happiness in the lives of our employees and customers.

Syncro is a people-first company with both the internal team and clients. Externally, our software is built with an extreme level of interactivity with the user community. Internally, team development is prioritized through cross training, career growth, internal promotions, and prioritization of team member's growth over all else.

Highlights

Results-driven Technical Support Manager with a proven track record of optimizing team performance and customer satisfaction. Expertise in leading and mentoring cross-functional support teams to deliver exceptional technical solutions. Adept at implementing efficient processes, driving continuous improvement, and ensuring seamless operations. Ready to leverage extensive experience in driving success in a fast-paced and dynamic technical support environment.

What You'll Be Doing:

• Responsible for direction, coordination, and evaluation of Front Line Support Team
• Organizes, prioritizes, and schedules work assignments to meet business needs
• Independently responsible for mentoring, career coaching, and performance management through consistent 1:1 meetings and skip level meetings with team members,
• Provides timely, specific, actionable feedback and recognition
• Manages change; adapts and leads the team through change in circumstance, strategy, or direction
• Acts as the primary source of information and policy to staff; follows-up to ensure compliance and consistency, takes corrective action as needed, documents actions taken
• Actively seeks and develops new ways to optimize workflow and increase efficiency
• Executes strategies for improving customer experience and CSAT
• Performs ambiguous tasks without guidance and support
• Identifies trends and diverts escalations
• Proactive in Queue Management and Staffing adherence
• Convey department goals and targets to their team. Communicate updates and status reports to upper management.
• Stays informed and updated on all product information understanding Partner impact to product changes
• Translates strategy to action; actively connects tasks and duties to company goals and objectives
• Effectively balances team and partner needs and suggests ways to increase the satisfaction of both

What we are looking for:

• 3 years of formal leadership experience
• 2 years of Support Department Experience
• Excellent time and priority management skills
• Excellent escalation handling and ability to de-escalate
• Strong understanding of Queue Management of all support channels
• Ability to operate in an ambiguous, fast-paced environment
• Ability to manage a diverse team with open communication and safe space culture
• Strong ability to collaborate across departments
• Strong time and priority management skills
• Progressive leadership skills development: Thinking and acting systemically, growth mindset, learning agility, communication, influence, self-awareness, resilience, etc.

What you can expect of us:

• We are the PIONEERS of "work from home" - remote work is all we have ever done and we do it well! Our team members are all over the globe working from home and striking an awesome balance in their lives!
• Equality and Inclusion aren't just posters on the wall, but deeply ingrained in how we think, behave, and interact with each other.
• Looking to grow? We have designed career paths to help our team members understand where they are growing and how to get there.
• We are focused on personal and professional growth and we'll keep you challenged, learning, passionate, and growing
• Care for one another is a big part of Syncro-Life. We'll give you opportunities to nurture your curiosity and give back to one another and your communities.
• Our Healthcare insurance is amazing! Our premiums, deductibles and out of pocket costs are extremely low, so you can spend less on superior coverage for you AND your family.
• Save for your future with our Company-Matching 401(k) plan
• Enjoy time away from your desk with our Unlimited Paid Time Off program
• PopUp! Wellness days to #loveyourself and take care of yourself, in addition to Company Holidays
• Everyone owns a piece of the success of Syncro and our customer's growth! When you join Syncro as a full time employee, you will participate in our Employee Equity Appreciation program.
• Unlimited Paid Time Off

Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.

Pay Range: $66K-$92K USD

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