Technical Support ManagerRole has been filled by a talented individual

Location: Atlanta, GA

The Position

At CallRail we have a great product and a great business that helps businesses and marketing agencies make great decisions and grow. We want to help even more businesses and agencies grow by using CallRail, and that's where you come in! 

We’re looking for a Technical Support Manager to join our team and help continue to build a great customer experience at CallRail. You will manage a group of individual contributors, supporting them in their day-to-day work and their long-term career development. You will also help lead the department’s operations through ensuring the effective implementation of specific projects and initiatives. You’ll need to learn the CallRail product, and from time-to-time, you will work with customers directly on escalated issues and will work with other departments to advocate for a great customer experience. The right candidate is a champion for the customer, has leadership experience in a customer focused support environment and strong problem  solving skills.

What You'll Do

  • Lead a team of Support Specialists by motivating, empowering and providing personalized support to team members
  • Manage daily email, phone and chat support channels to ensure the team is effective and customers are receiving the best possible experience from CallRail support
  • Develop a deep understanding of CallRail’s product to provide guidance and support to team members in their day-to-day work
  • Manage individual performance to be sure team members are meeting goals and have the resources they need to be successful in their role
  • Act as an escalation point for team members, working with customers directly as needed to resolve issues promptly
  • Develop relationships with other departments at CallRail and advocate for the best customer experience possible
  • Manage change effectively through clear and timely communication
  • Monitor and drive key success indicators that ensure the quality of our customer experience

 

Desired Skills & Experience

  • Three or more years of relevant experience managing a customer facing support team
  • Superb communication, writing, and follow-up skills
  • Strong critical-thinking and analytical problem-solving skills
  • Comfortable working with customer support tools and analytics
  • Excellent time management and multitasking skills
  • Confident in collaborating with cross-departmental stakeholders and product teams
  • Demonstrated experience leading and motivating others to accomplish goals through team performance management and employee development
  • Must be able to work evenings and weekends and handle on-call responsibilities as needed

 

Additional Perks

  • 100% medical coverage for employees
  • Competitive HSA with company matching
  • Generous dental and vision plans
  • Paid parental leave
  • Flexible vacation policy
  • 401K options with company dollar-for-dollar match
  • Employee stock options available from day one
  • $2,000 annual educational allowance
  • Catered lunch every Tuesday * an in-office perk
  • MARTA transportation and office parking expenses covered
  • Employee charitable donation company match, up to $500 annually
  • Regular company outings and events *yes, even during COVID, except virtually
  • Remote work from home options with $500 office stipend to set up your home office
  • Designated bike storage

 

Learn more: https://www.callrail.com/about/ 

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).