RevolutionParts
RevolutionParts is a pioneering force in the automotive eCommerce realm, seeking passionate and talented individuals to join our squad of Revolutionaries. We empower automotive brands to maximize online sales through streamlined, user-friendly solutions, top-notch customer service, and a profound understanding of the automotive market.
We are seeking a Manager, Technical Support with at least five years of experience leading dynamic support teams. The ideal candidate will have a proven track record in team organizational design, capacity training, and meeting support KPIs such as First Response Time (FRT): 30 minutes, Mean Time to Resolution (MTTR): Less than 24 hours, Missed Incoming Calls: 0, and Customer Satisfaction (CSAT): Over 4.6.
Responsibilities
Leadership & Management: Lead and manage a technical support team, including hiring, training, coaching, and performance management. Strategy Development: Create and implement support strategies, policies, and procedures to ensure efficiency and high-quality service. AI & Automation: Drive adoption of AI tools, chatbots, and automation to improve resolution times, reduce ticket volume, and enhance self-service. Metrics & Reporting: Monitor support metrics, prepare reports, and use data to improve team performance and customer satisfaction. Cross-functional Collaboration: Partner with product and customer success teams for effective communication and timely issue resolution. Escalation Support: Act as escalation point for complex issues, providing guidance to resolve them quickly. Team Development: Deliver training, conduct performance evaluations, and provide coaching to build skills and support professional growth. Culture & Environment: Foster a collaborative, accountable, and continuous-learning team culture. Industry Awareness: Stay updated on industry trends and technologies to keep the team ahead. Requirements
Education & Experience: Bachelor’s degree in computer science, or related field; 5+ years leading technical support teams, including 3+ years of people management. Minimum 3 years of relevant experience in an eCommerce SaaS company, demonstrating familiarity with SaaS metrics, platform constraints, and rapid iteration. Technical & Operational Expertise: Strong troubleshooting skills across software, hardware, and networks; proven success developing and executing support strategies, policies, and procedures. AI & Tools: Experience implementing AI tools, chatbots, or automation systems; proficiency with support platforms like Zendesk. Customer & Leadership Focus: Passion for delivering exceptional customer experiences, with the ability to lead, coach, and inspire teams in a fast-paced environment. Organization & Growth Mindset: Strong organizational skills, ability to multitask, and commitment to continuous learning and staying current with industry trends. Preferred: OEM/Aftermarket exposure; PMP or ITIL certification; experience in software/tech and B2B customer environments. We value diversity in backgrounds and thoughts, and we encourage you to apply even if you don’t meet 100% of the qualifications. RevolutionParts offers a comprehensive employment package, including competitive compensation, career development, benefits, 401K match, parental leave, and more. We are an Equal Opportunity Employer and do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.
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Leadership & Management: Lead and manage a technical support team, including hiring, training, coaching, and performance management. Strategy Development: Create and implement support strategies, policies, and procedures to ensure efficiency and high-quality service. AI & Automation: Drive adoption of AI tools, chatbots, and automation to improve resolution times, reduce ticket volume, and enhance self-service. Metrics & Reporting: Monitor support metrics, prepare reports, and use data to improve team performance and customer satisfaction. Cross-functional Collaboration: Partner with product and customer success teams for effective communication and timely issue resolution. Escalation Support: Act as escalation point for complex issues, providing guidance to resolve them quickly. Team Development: Deliver training, conduct performance evaluations, and provide coaching to build skills and support professional growth. Culture & Environment: Foster a collaborative, accountable, and continuous-learning team culture. Industry Awareness: Stay updated on industry trends and technologies to keep the team ahead. Requirements
Education & Experience: Bachelor’s degree in computer science, or related field; 5+ years leading technical support teams, including 3+ years of people management. Minimum 3 years of relevant experience in an eCommerce SaaS company, demonstrating familiarity with SaaS metrics, platform constraints, and rapid iteration. Technical & Operational Expertise: Strong troubleshooting skills across software, hardware, and networks; proven success developing and executing support strategies, policies, and procedures. AI & Tools: Experience implementing AI tools, chatbots, or automation systems; proficiency with support platforms like Zendesk. Customer & Leadership Focus: Passion for delivering exceptional customer experiences, with the ability to lead, coach, and inspire teams in a fast-paced environment. Organization & Growth Mindset: Strong organizational skills, ability to multitask, and commitment to continuous learning and staying current with industry trends. Preferred: OEM/Aftermarket exposure; PMP or ITIL certification; experience in software/tech and B2B customer environments. We value diversity in backgrounds and thoughts, and we encourage you to apply even if you don’t meet 100% of the qualifications. RevolutionParts offers a comprehensive employment package, including competitive compensation, career development, benefits, 401K match, parental leave, and more. We are an Equal Opportunity Employer and do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.
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