Manager, Customer Support

We are seeking an experienced Technical Support Manager to lead our technical support team. The ideal candidate will be responsible for ensuring exceptional customer service, overseeing technical support operations in our APAC region, and driving continuous improvement initiatives. This role requires a strong technical background, excellent leadership skills, and a passion for customer satisfaction.

What you’ll be doing:

• Lead and manage the technical support team, ensuring high levels of performance and productivity.
• Develop and implement support processes, procedures, and best practices to enhance customer experience.
• Monitor and analyze support metrics to identify trends, improve service quality, and optimize team performance.
• Collaborate with product development and engineering teams to resolve complex technical issues and provide feedback on product improvements.
• Train and mentor team members, fostering a culture of learning and professional growth.
• Handle escalated customer inquiries and complex technical issues to ensure timely resolution.
• Create and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Establish and maintain strong relationships with key stakeholders, both internally and externally.
• Stay current with industry trends, technologies, and best practices in technical support.

What you’ll need:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5 years of experience in technical support, with at least 2 years in a managerial role.
• Strong understanding of technical support methodologies and tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional communication and interpersonal skills.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Ability to lead and motivate a diverse team.
• Proven track record of improving support processes and customer satisfaction.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.