Manager, Technical Support
Confirmed live in the last 24 hours
Greenhouse
Compensation
$79,000 - $103,684/year
Job Description
Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire.
Join us to do the best work of your career, solving meaningful problems with remarkable teams.
Greenhouse is looking for a Manager, Technical Support to join our team. In this role, you'll lead a team of frontline Technical Support Specialists dedicated to solving complex customer issues - not just managing tickets, but owning the customer experience end to end. Reporting to the Director of Technical Support, you'll bridge technical troubleshooting and high-level strategy, ensuring your team has the tools, training, and temperament to excel in a fast-paced environment.
Who will love this job
- A coach – you have a natural leadership style that brings out the best in others; your team trusts you to guide their growth, not just their output
- A data detective – you dig into metrics to find the story behind the numbers and use what you find to make better decisions for your team and your customers
- A calm in the storm – outages, volume spikes, and escalations don't rattle you; you lead with clarity when the pressure is highest
- A champion – you advocate for your team's needs internally and for your customers' experience cross-functionally, even when it's not the easy path
- A systems thinker – you spot patterns in support tickets and follow them upstream — pushing for root cause fixes rather than repeat workarounds
What you’ll do
- Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems
- Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions
- Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations
- Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals
- Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms
- Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early
- Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows
- Additional projects and responsibilities as business needs require
You should have
- 5+ years in Technical Support, with at least 2–4 years in a people management role
- Proven experience in a customer-facing team in a mentorship capacity (Senior level or above)
- Outstanding customer service skills – empathetic, responsive, and solutions-focused
- Exceptional written and verbal communication skills
- Experience using AI tools to improve support functions for your team and customers
- Zendesk experience
- A proven track record of staying calm under pressure during outages or high-volume periods
- Experience in recruiting and hiring, a plus
- Your own unique talents! Your background has given you a unique perspective and set o
