Gladly is the customer service platform that revolves around people, not case numbers. We enable companies and their customers to converse seamlessly across voice, email, SMS, chat and social media.

As a leader in Gladly's Customer Success organization, the Manager of Technical Support will provide the vision and enablement for team members and partners to provide radically-personal technical support and problem resolution expertise to Gladly enterprise customers. This includes hiring and developing team members, building subject matter expertise within the support department, implementing scalable support platforms and processes, and collaborating with other teams within Gladly to deliver a great customer service experience to our customers. A successful candidate will be able to quickly gain an understanding of the Gladly solution, customer use cases, and overall technology platform.

This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills, including strong verbal and written communication skills. You will work directly with Gladly’s clients, as well as the extended Customer Success team assigned to each customer. To succeed, you’ll need to be a curious, driven individual who is passionate about the overall customer service experience and problem solving complex and mission-critical issues.

The Manager is also the direct line manager to Support team members, including senior support engineers and outsourced contractors. This person will work with team members to set annual goals, develop their skills in line with Gladly business needs, identify development opportunities, and conduct performance reviews. The Manager will also work with senior team members to develop an ongoing roadmap for support - including process and technical automation and how to continuously improve the customer experience.

In order to be successful in this role, we need someone who has:

Leadership Skills and Experience

• Proven, hands-on experience in directly leading a technical support team as a manager or team lead in a business application SaaS company. Customer service and / or e-commerce industry experience a plus
• Passion and ability to continuously improve upon current processes and tools in order to build better experiences for customers and for team members
• Ability to motivate team members to do their best and embody Gladly's core values in how they work with customers and each other
• Demonstrated ability to assess and improve performance of team members through inspection, discussion and mentorship with management and peers
• Experience leading developer support and community initiatives
• Entrepreneurial. Highly Ethical. Hands on. Passionate. Curious. Persistent. Creative. High standards for personal productivity

Customer Commitment

• Genuine passion for building and maintaining strong relationships with a diverse set of internal and external stakeholders, from engineering, product, and marketing, to high-value customer administrators, developers and team leads
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Excellent customer facing and presentation skills
• Effective team player dedicated to continuously improving upon our methodology of advocating for the customer while balancing advocacy for the company by looking for win:win outcomes

Communication and Technical Skills

• Excellent written and verbal communication skills with the ability to provide clear and concise guidance and problem resolution through email, messaging, or over the phone, with a casual and confident tone
• Excellent organization, project management, and time management skills
• Bachelor's degree in a technical field (or equivalent)
• Demonstrated high proficiency with Gladly technology platform components, including but not limited to:
  • Web applications running on modern SaaS stack
  • REST-based API services, JSON and scripting
  • SSO / SAML / ADFS and general security concepts and controls
  • Enterprise Email, Telephony, and Web Chat infrastructure and configurations
  • Reporting, analytics, and data flow across multiple web-based and on-premise platforms
• Solid experience building internal tools using scripts / development frameworks (e.g.: node.js, Python, Ruby, SQL or BI tool for analysis)

Your Values Align with the Gladly Team:

• You embrace the Gladly values
• You are dedicated to continuous improvement of yourself, the team and the company
• You have a strong bias for action
• You have demonstrated the ability to deal with change and thrive in high-stress situations
• You are able to work autonomously, and be self-motivated
• You are highly articulate with a consultative approach to business problems
• You have a team mentality, with no ego or personal agenda