Senior Tech Support ManagerPosition Overview:The Senior Tech Support Manager leads a team of technical support specialists responsible for resolving complex customer issues across all product lines. This role is accountable for achieving operational and customer experience goals, including SLA attainment, case quality, backlog management, customer satisfaction, productivity, and employee development.
The Senior Tech Support Manager oversees workload distribution, escalations, quality assurance, workforce planning, and continuous process improvement to ensure efficient and effective service delivery. This role partners closely with Engineering, Product, QA, and other cross-functional teams to resolve customer-impacting issues, drive root-cause analysis, improve product stability, and enhance the overall customer support experience.
Key Responsibilities:- Team Leadership & Development: Lead, coach, and develop a high-performing Tier 2 technical support team by establishing clear performance expectations, driving accountability to service, quality, and productivity goals, and executing training and succession plans that enhance technical expertise and career growth.
- Operational Excellence: Own Tier 2 operational performance, including SLA attainment, customer satisfaction, quality, productivity, backlog health, employee engagement, and Clover PracticePay service commitments. Drive continuous improvement through performance monitoring, workload optimization, and data-driven decision-making.
- Performance Analytics & Quality Assurance: Analyze support trends, operational metrics, and quality audit results to identify risks, implement corrective actions, ensure resolution accuracy, and deliver measurable improvements in customer and business outcomes.
- Resource & Workforce Management: Optimize team productivity and customer response times through workload forecasting, capacity planning, resource allocation, and development of hiring and succession strategies that support business growth.
- Cross-Functional Collaboration & Escalation Management: Partner with Product, Engineering, QA, and business stakeholders to resolve recurring customer-impacting issues, drive root-cause analysis, reduce support volume, and lead resolution of complex or executive-level customer escalations.
- Process Improvement & Knowledge Management: Drive operational efficiency by improving support workflows, knowledge base content, documentation standards, and other processes that enhance service delivery and scalability.
Minimum Qualifications:- 5+ years of technical support experience, including at least 2 years leading managers and/or high-performing technical support teams in a SaaS, healthcare technology, payments, or fintech environment.
- Strong experience with CRM platforms (e.g., Salesforce/TalkDesk) and support technologies.
- Excellent written and verbal communication skills.
- Experience managing escalated technical customer issues in a high-volume support environment with accountability for timely resolution and customer outcomes.
- Ability to use operational data, support metrics, and quality insights to coach teams, identify trends, and improve service performance.
- Experience supporting healthcare, payments, or practice management technology platforms.
- Familiarity with knowledge management practices, support automation, and scalable case management workflows.
Preferred Qualifications:- Proven track record leading cross-functional initiatives across Product, Engineering, Implementation, and Customer Success.
- Demonstrated success improving support KPIs, including SLA performance, case backlog, CSAT, and operational efficiency.
- Experience developing reporting frameworks and translating support data into actionable business decisions.
Compensation & Benefits: - $90,000 - $115,000 annual total compensation (commensurate with experience)
- Competitive Medical Health Plans, Low, Mid, High.
- Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible)
- Employer Paid Dental & Vision for Employee
- Employer Paid Life Insurance for Employee
- Employer Paid Long-term Disability for Employee
- Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical)
- + Voluntary Supplemental Insurance Coverage Options
- 20 days PTO & 7 Sick Days Annually
- 10 Fixed Paid Holidays Off Annually
- 401(k) Matching up to 3%
