Manager, Technical Support

1 month ago
Full-time
Lead
Customer and Technical Support
Panorama Education

Panorama Education

Panorama Education is a data analytics company that supports student success by helping educators act on data to improve outcomes in social emotional learning, school climate, family engagement, and more. They provide actionable insights for the whole ...

Diversified Consumer Services
251-1K
Founded 2012
$32M raised

Description

  • Own and continuously evolve support systems, workflows, and overall team performance to improve quality and scalability.
  • Accountable for day-to-day operation of Technical Support, including intake, triage, escalation, resolution, and follow-up.
  • Coach, develop, and manage Technical Support Representatives and Engineers, including onboarding, training, and ongoing enablement.
  • Establish, maintain, and measure clear performance standards and success metrics at both individual and team levels.
  • Regularly review performance data, identify trends and risks, and take proactive action to address issues and opportunities.
  • Conduct performance management activities, including coaching, corrective action, and recognition of high performance.
  • Define, document, and continuously improve processes and standard operating procedures as products, tooling, and delivery models evolve.
  • Identify operational inefficiencies and lead initiatives to improve speed, quality, and consistency of support.
  • Serve as a technical escalation point, maintain deep platform knowledge, and jump into the support queue during peak periods or high-impact issues.

Requirements

  • 3+ years of people leadership experience within Technical Support or a similar operational environment.
  • Demonstrated success owning processes and driving operational improvement.
  • Strong experience using data to diagnose issues, set priorities, and measure impact.
  • Proven ability to manage performance directly, including navigating difficult feedback and accountability conversations.
  • Experience leading teams through change, including new workflows, tools, or operating models.
  • Track record of building scalable systems that support high-performing teams.
  • Ability to learn complex products quickly and use technical knowledge to support and coach others.
  • High proficiency with Google Workspace, Microsoft Office, Salesforce, Jira, and support platforms (e.g., HelpScout, Zendesk).
  • Ability to travel occasionally within the US and Mexico.

Benefits

  • Salary range $102,000 - $150,000 USD, plus annual bonuses or commission awards and equity awards.
  • 401(k) with an employer match.
  • Comprehensive health, dental, vision, life insurance, and short-term and long-term disability coverage.
  • Flexible spending account (FSA) for health care and dependent care.
  • Wellness reimbursement and work-from-home reimbursement.
  • Flexible vacation policy and parental leave program.
  • Company-issued laptop.

Interested in this position?

Apply directly on the company website

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