Sr. Manager, Technical Support - Remote Eligible

✨ About The Role

- The Manager of Technical Support will lead and manage a team of Technical Support Representatives and Engineers. - Responsibilities include onboarding, training, and coaching team members to ensure their success at Panorama. - The role involves defining new processes and expectations as the product and delivery model evolve. - The candidate will collaborate with cross-functional teams to ensure the success of new products and features. - They will be responsible for tracking performance metrics and holding the team accountable for their growth. - The position requires creative problem-solving to scale the Technical Support team's impact through various initiatives. - The Manager will also drive continuous process improvements to enhance productivity and customer satisfaction.

⚡ Requirements

- The ideal candidate has over three years of leadership and coaching experience within a Technical Support environment. - They possess outstanding communication skills, enabling them to effectively negotiate and influence at all levels of education organizations. - A strong background in using data to track progress and solve problems is essential for this role. - The candidate should have experience managing cross-functional teams and resolving escalated issues. - They should demonstrate a commitment to advancing diversity, equity, and inclusion within their team and processes. - The successful individual will have a proven ability to optimize team performance through improved systems and processes. - Comfort with technology and a quick learning ability for new products and platforms are crucial for success in this position.