Senior Technical Support Manager - Noke

The Senior Technical Support Manager leads the daily operations of our technical support call center, driving quality and efficiency in every customer interaction. This role focuses on delivering superior service and continuously improving key performance metrics – including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR) – while optimizing occupancy rates and agent utilization. The ideal candidate is a hands-on leader with strong analytical skills and a passion for customer satisfaction, capable of turning data-driven insights into action to enhance team performance and customer experience.

• Oversee day-to-day call center activities, ensuring smooth operations and adherence to service level agreements. Coordinate workflows and real-time adjustments to handle volume and maintain high-quality support.
• Manage and mentor a team of technical support agents. Handle recruiting, training, and ongoing coaching to develop staff skills. Foster a positive team environment that motivates agents to meet and exceed performance goals.
• Ensure every customer interaction is handled with professionalism and empathy. Monitor calls and support interactions for quality assurance, providing feedback and training to maintain superior service standards.
• Act as the escalation point for complex or high-priority customer issues. Work quickly to resolve escalated technical problems, maintaining customer trust and satisfaction even in challenging situations.
• Schedule and organize staff shifts to meet forecasted call volumes. Optimize agent occupancy rate (time spent actively assisting customers) and overall agent utilization by balancing workload, breaks, and training sessions, ensuring adequate coverage without burnout.
• Define, monitor, and analyze key performance indicators (KPIs) for the support center. Key metrics include NPS, CSAT, First Contact Resolution (FCR), agent occupancy rate, agent utilization, First Response Time, and other measures of service quality and efficiency. Leverage dashboards and reports to gain insight into trends and use data-driven decision-making to identify areas for improvement.
• Drive Improvements in NPS, CSAT & FCR: Implement targeted initiatives to boost customer satisfaction and loyalty. For example, analyze common issues to improve FCR (resolving customer issues on the first contact) and in turn raise CSAT and NPS. Introduce training, scripts, or process changes that help agents provide quicker, more effective resolutions, converting more customers into promoters.
• Identify opportunities to streamline support processes and increase efficiency. Collaborate with the team to refine troubleshooting procedures, introduce new tools or knowledge base resources, and reduce customer effort. Continuously improve FCR and other metrics by eliminating recurring problems and simplifying workflows.
• Prepare regular reports on call center performance, highlighting trends in NPS, CSAT, FCR, and other metrics. Share insights and proposed solutions with senior management. Also relay front-line customer feedback and pain points to product/engineering teams to help drive product improvements.
• Work closely with other departments (Product, Engineering, Sales, Quality Assurance) to ensure customer issues are resolved holistically. Advocate for customers by conveying their needs and recurring issues, and collaborate on company-wide initiatives to improve overall customer experience.
• Stay up to date with industry best practices in technical support and customer service. Champion a culture of continuous improvement, encouraging the team to suggest ideas and embrace new technologies (like AI chatbots or improved CRM systems) that can enhance support quality and efficiency.

JOB SPECIFICATIONS:

• Proven experience (approximately 3-5+ years) in a technical support or call center management role. Demonstrated ability to manage support teams in a fast-paced, customer-focused environment.
• Strong analytical mindset with experience using data to drive decisions. Proven ability to drive customer service metrics (NPS, CSAT, FCR, etc.) and ability to translate metric results into actionable plans.
• Excellent leadership qualities with outstanding communication and interpersonal skills. Ability to inspire and guide a team, provide clear instructions, and communicate effectively with customers and colleagues at all levels.
• Deep understanding of customer service principles. Passionate about delivering exceptional customer experience and able to instill that mindset in the team. Track record of improving customer satisfaction indicators.
• Comfortable with the technologies and software common in support centers (e.g., ticketing systems, call routing software, CRM platforms, workforce management tools). Able to grasp and explain technical concepts, guiding the team in troubleshooting customer issues.
• Skilled at troubleshooting and resolving issues, both for customers (technical problems) and internally (operational challenges). Decisive and calm under pressure, especially when handling escalated customer situations.
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent work experience).
• Industry certifications such as ITIL (Information Technology Infrastructure Library) or HDI Support Center Manager certification, demonstrating formal knowledge of service management and support center best practices.
• Experience in the tech or software industry is a strong plus, particularly in supporting technical products or services.
• An MBA or other relevant advanced degree can be beneficial, reflecting advanced training in management or business strategy.
• Familiarity with methodologies like Lean or Six Sigma for process improvement, indicating an ability to systematically enhance efficiency and quality.

PHYSICAL REQUIREMENTS:

• Regularly required to sit, stand, and walk.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.