Manager, Customer Technical Support

Dallas, TX- Remote /
Customer Success /
Full Time
All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud
JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.

About the Role
As a Technical Customer Support Manager you will be responsible for managing and building a world-class team of Customer Support Engineers through our global BPO.  We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day.  The ability to manage our partnership, implement strategic initiatives, and drive outcomes through our global BPO is critical to this role.
This person will be responsible for the outcomes and quality of our omnichannel customer service model (phone, chat, and email) across 24X7X365 tier 1 support.  The ideal candidate will be able to drive high quality customer support through resolving escalations, QA review, and training. 

Responsibilities:

    • Ensure the success and quality of 25+ Global Support Engineers through our BPO
    • Partner with our other Global Support Managers across tier 1 and tier 2 to ensure the timely resolution of issues
    • Analyze data to drive performance and eliminate friction points for customers  
    • Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
    • Strengthen omni-service channels to create a world-class experience for customers across phone, chat, and email
    • Review, define, and coach teams on processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management  
    • Strive for constant improvement through processes that increase efficiency and consistency for global case responses
    • Collaborate across our Workforce Management team and BPO to model, forecast, and hire to ensure the proper staffing of 24X7X365 teams. 
    • Develop and execute on key objectives tied to company goals
    • Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
    • Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product 
    • Identify areas of improvement via CSAT and eNPS and implement action plans to address these areas and promote growth
    • Additional duties may be assigned

Qualifications

    • 5+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
    • 3+ years managing and working with global contractors or BPOs in customer support
    • Excellent communication skills and customer facing abilities
    • Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.
    • Ability to make data-driven decisions in line with strategic initiatives 
    • Experience motivating high performing teams, building technical support teams, and retaining top talent
    • Familiarly with IT Services, IAM and DaaS a strong plus
    • Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
    • Experience managing remote teams and managing teams in a 24X7 environment a plus
    • Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role, depending on individual candidate level and experience, is $90,000-$120,000 including base salary and any related bonuses or commissions. 
 JumpCloud provides a comprehensive benefits package, with several medical plans to choose from including a high deductible HSA plan with employer contribution, two dental plans, vision insurance, flexible spending account (FSA), employee assistance program (EAP), short- and long-term disability, life insurance and a 401k savings plan with match. We have an unlimited vacation policy.



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Where you’ll be working/Location:
JumpCloud is committed to being Remote First, meaning that are you able to work remotely within the country noted in the Job Description.

For US Roles: All roles posted in United States locations do require that you be located within one of the 50 U.S. States. Our Headquarters is in the Denver/Boulder, CO area but as a remote company, you are able to work remotely anywhere in the U.S. If you would like to spend time in the office in Denver/Boulder area, you are welcome do that as well.

Why JumpCloud?  
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.  

One of JumpCloud's three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud.  Please note JumpCloud is not accepting third party resumes at this time.   

JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

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