Technical Support Manager (USA)
About The Position
Browzwear is the leading provider of 3D fashion design, development, and merchandising solutions. Our mission is to revolutionize the apparel industry with our truly disruptive 3D technology, providing the tools needed to achieve that goal. We work with some of the biggest and most well-known global companies in the industry.
We’re looking for a talented individual to manage and lead our North America Technical Support and Training Teams in their ongoing quest to provide top quality support to our growing client base in the USA.
An experienced and professional support team leader, well versed in the challenges of working with remotely located team members and stakeholders. You have the necessary management, communication, organizational, and people skills to inspire and motivate your colleagues. You are cool, calm, and collected under pressure, able to prioritize tasks, and passionate about the overall customer service experience.
Ultimately, you are able to lead and manage support team professionals to deliver outstanding customer support.
As a Technical Support Manager you will:
Manage, direct, and monitor the day-to-day activities of the North America Technical Support Team and the North America Training Team as well as working with team members in the setting and review of goals and personal development plans. You will be responsible for hiring and onboarding new team members. You will be responsible for leading the department to meet regional business and operation targets.
You will guide the relevant team to resolve technical support issues by identifying solutions, collaborating with the applicable internal teams, and handling client and internal technical escalations. In addition, you will identify and communicate potential product improvements. You will also collect and share metrics about technical support performance.
You will guide the relevant team to provide customer training, including scheduling and resourcing training sessions and leading the team in updating training materials to keep pace with all product releases. You will continuously evaluate and enhance regional training methodology and delivery and collect feedback on trainers to determine effectiveness and identify areas for growth.
You will collaborate with the Global Learning Team about the development of e-learning content.
As required, you will work directly with our customers, building and maintaining good relationships as well as coaching the Support Team to do so as part of the overall customer experience.
You will be trained so as to become an expert in our software tools and solutions.
You will work from home, traveling as and when necessary. Browzwear’s North America technical operations are based in Oregon.
- Experience (5 years plus) in a support team leadership/management role for a technology company
- Excellent leadership, analytical, and people skills
- Organization, project management, and time management skills
- Excellent written and verbal communication skills
- Computer proficiency, including (but not limited to) Word, Excel, Outlook, and PowerPoint
- Familiarity with 3D technology
- Fashion industry experience