Manager, Technical Support

OUR TEAM

The Technical Support team is critical in ensuring our customers have a seamless and positive experience with our solutions. We resolve technical challenges, provide timely and effective support, and collaborate cross-functionally to drive improvements across our products and processes.

As the Manager of Technical Support, you will lead a team of 5–10 Technical Support Specialists, driving operational excellence, team development, and customer satisfaction. You’ll be responsible for executing team priorities, fostering a collaborative culture, and ensuring consistently high team performance.

You will play a pivotal role in scaling our processes as the business grows, partnering closely with Product, Engineering, and Customer Success teams to ensure customer feedback is heard and acted upon.

WHAT YOU WILL DO

Team Leadership and Development:

• Manage a team of US-based 5–10 Technical Support Specialists, providing coaching, regular performance feedback, and professional development.
• Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged team.
• Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement.
• Participate in the recruiting and onboarding of new team members. 

Operational Excellence:

• Monitor schedules, queue coverage, workflows, and KPIs to drive operational efficiency. Our primary KPIs are productivity, response times, CSAT, knowledge contribution and case collaboration. 
• Ensure team members maintain schedule adherence and provide high-quality customer support, including timely resolution of escalations.
• Act as the owner of high-severity issues and escalations, overseeing communication and resolution across teams.

Process Improvement:

• Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify trends, improve processes, and contribute to product enhancements.
• Lead initiatives to improve knowledge base content, incident management workflows, and cross-team collaboration.

Incident and Escalation Management:

• Serve as the primary point of contact for critical escalations, driving resolution by engaging with stakeholders and communicating updates effectively.
• Ensure root cause analysis and follow-up actions are documented and shared for learning and prevention.

Swarming Leadership:

• Guide the team through complex technical challenges by fostering a collaborative problem-solving approach in the Swarming Channel, where the case owner engages with other subject matter experts to find solutions to cases. 
• Monitor and address the most complex cases, providing strategic input to resolve issues quickly and effectively.

AI Tool and Knowledgebase Management:

• Oversee the implementation and optimization of AI tools, ensuring alignment with team workflows and goals.
• Drive knowledge creation and maintenance, ensuring team members contribute high-quality documentation and keep resources current.

QUALIFICATIONS

• 8+ years of experience in SaaS technical support, including 3+ years of experience managing or leading teams in a B2B SaaS customer-facing support team.
• Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments.
• Strong leadership skills, including team management, coaching, and performance optimization.
• Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies.
• Exceptional communication skills, ability to handle escalations, collaborate across teams, and represent Support in cross-functional projects.
• Experience in driving process improvements and fostering a culture of continuous learning and accountability.

WHAT YOU BRING

• A customer-first mindset and a passion for solving problems and driving satisfaction.
• The ability to inspire, motivate, and grow a diverse team in a remote work environment. Our entire Support team is fully remote. 
• A proactive, solutions-oriented approach to problem-solving and cross-functional collaboration.
• Strong organizational skills and the ability to balance team management with hands-on involvement in critical issues.
  

About Duetto:

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit https://www.duettocloud.com.