13 Sr. Manager of Technical Support Jobs in Los Angeles, CA
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Sr. Manager of Technical Support
$139k-174k (estimate)
Full Time
2 Weeks Ago
Convoso is Hiring a Sr. Manager of Technical Support Near Los Angeles, CA
Who We Are:Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.
Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)
The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.
Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.
Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, NY, OH, PA, TX, UT.
The Job:At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.
We are looking for a Sr. Manager of Technical Support whose primary role is to oversee all day-to-day activities of the product and technical support teams. This includes monitoring chat, phone, and email ticket channels, prioritizing tickets, monitoring calls, taking technical and supervisory escalations, performing ticket QA, and coaching Technical Support agents across multiple teams. This is a managerial position.
What You'll Be Doing:
The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.
Your California Privacy Rights:As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.
Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)
The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.
Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.
Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, NY, OH, PA, TX, UT.
The Job:At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.
We are looking for a Sr. Manager of Technical Support whose primary role is to oversee all day-to-day activities of the product and technical support teams. This includes monitoring chat, phone, and email ticket channels, prioritizing tickets, monitoring calls, taking technical and supervisory escalations, performing ticket QA, and coaching Technical Support agents across multiple teams. This is a managerial position.
What You'll Be Doing:
- Lead and manage the day-to-day Technical Support responsibilities & teams (L1/L2/L3).
- Responsible for investigating, triaging, and monitoring inbound tickets to ensure they are assigned and resolved within service-level agreements.
- Owns all Technical Support Metrics.
- Maintain a high level of knowledge of all our products and services.
- Serve as an escalation point to manage escalated client issues by working with cross-functional teams to achieve a successful resolution.
- Collaborate with cross-functional teams to drive solutions to resolve reported issues or trends.
- Develop, document, and execute processes and procedures to improve operational efficiency and areas of improvement for our customers and team members.
- Ensure staff is adequately trained, and skills are maintained to support our customers.
- Manage operation outages and communication with our customers.
- Ability to prioritize and multi-task in a collaborative and fast-paced environment.
- Participate in on-call & weekend duties as required.
- Performs other related duties as assigned by management.
- Bachelor’s Degree (BA) from a four-year college or university, and 5 years of progressive Customer/Technical Support experience or 5 years of related experience and/or training, or equivalent combination of education and experience.
- 5-8 years of Management experience.
- Proficient in using ZenDesk as an Agent and an Administrator.
- Good understanding of management practices and techniques.
- Experience rapidly scaling customer support teams.
- Experience managing/supervising a remote/offshore team is strongly preferred.
- Solid technical understanding of VoIP and/or Outbound Dialer platforms.
- Competitive compensation package
- Stock options
- 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
- Affordable Vision plan and optional FSA
- PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
- Your birthday off
- 401k program with generous company match
- No cost Employee Assistance Program and Travel Assistance
- Monthly Gym membership reimbursement
- Monthly credits toward food & beverage
- Company Outings
- On and offsite team building events
- Paid training for departments
- Apple laptop (most roles)
- And a team of highly experienced and kind colleagues!
- Casual office environment & dress
- Daily catered lunches
- Fully stocked kitchen (Dietary restriction-friendly)
- Happy Hours
- Monthly Massages
- On-site Car Wash
- Free Parking
The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.
Your California Privacy Rights:As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.
Job Summary
JOB TYPE
Full Time
SALARY
$139k-174k (estimate)
POST DATE
06/09/2024
EXPIRATION DATE
07/16/2024
WEBSITE
convoso.com
HEADQUARTERS
Woodland Hills, CA
SIZE
50 - 100
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