Your Role

On a day-to-day basis, you will be responsible for training and mentoring a team of Technical Support Associates, resolving customer escalations, creating and maintaining internal learning and diagnostic documentation, and analyzing reports on support metrics. 

You will also participate in cross-departmental projects to drive better, more effortless Customer and Associate experiences. You’ll be in tune with our current customer requests and raise bugs/product enhancements or other key insights across the company. Help create the best place to be a Support Associate and the best place to be a Customer. 

The Manager, Technical Support will report to the Director of Operations.

Responsibilities include:

• Hire, grow and coach Technical Support Associates as you build the Technical Support Team
• Identify areas of coaching and mentorship for each of your team members
• Design and build technical support processes and workflows within our CRM in collaboration with our Internal Systems Team
• Use reporting and analytics to manage the performance of the team
• Lead projects to help enhance the customer and associate experience while streamlining processes and teams alike
• Expand our ability to serve customers across tools such as chat, ChatAI, knowledge-bases and more
• Build a deep comprehension of the Ignite Reading Platform; and, how the platform integrates with our major partners
• Participate in on-going internal UAT of the Ignite Reading Platform, as needed, in collaboration with the Product and Engineering teams
• Handle technical and other customer escalations

Competencies

• 2+ years of experience managing a Help Desk team and building and maintaining high-performance support teams
• 4+ years of experience in a technical support role, preferably working with districts and schools
• A strong understanding of Knowledge-Centered Service and the ability to turn cases into content quickly
• Previous experience in a modern SaaS support environment, managing a variety of contact channels, including chat, email, and phone
• Able to keep up with the Ignite Reading Platform and understand the latest in features/functionality
• Exceptional interpersonal skills, analytical, and critical thinking skills 
• Ability to communicate with the C-Suite both internally and externally
• Able to de-escalate customers and instill confidence during difficult customer interactions
• Experience building reports and analyzing data
• Always ready to get your hands dirty and help the team and our customers
• Previous experience in a start-up or hyper-growth environment preferred
• Enthusiastic personality with superior communication, presentation, and interpersonal skills
• Exceptional attention to detail, impeccable organizational skills, and ability to manage multiple projects simultaneously
• Collaborative team player 
• A willingness to do whatever it takes to get the job done while balancing long-term projects with the urgency of immediate demands
• Ability to be disciplined yet flexible while working in a remote environment

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At Ignite Reading, we’ve decided to embrace a transparent compensation structure for a few reasons:

To promote fairness and equity: This approach supports fairness within our structure. When everyone knows how compensation decisions are made, it reduces the likelihood of pay discrimination based on factors like gender, race, relationships, or negotiation skills.

To provide accountability for our approach: The same role receives the same compensation, with no negotiation.

To build trust within the organization: When employees understand how their compensation is determined, they are more likely to trust organizational structures and decisions, which can lead to overall better culture.

To support legal considerations: Many states are moving to requiring compensation listed on job descriptions and we want to follow these rules. 

Salary: $100,000

We also ensure you have the tools you need to thrive both in and out of work.

• Employee Stock Options
• Medical, Dental, and Vision (80% employee coverage, 50% dependent coverage)
• Short-term disability (100% employer paid) 
• Technology Stipend
• Unlimited PTO + 12 paid holidays 
• Professional Development Stipend
• Wellness Reimbursement
• Internet Stipend
• 12 Weeks of Parental Leave
• Yearly Staff Retreat
• Voluntary Life Insurance