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Technical Support Manager

Customer Success | Houston, TX | Full Time

Job Description

Job Summary:

HighRadius is seeking a Technical Support Manager for our growing team! The Technical Support Manager will lead a team of direct reports (6+) who serve as the first point of contact and represent the face of HighRadius with our customers. You will be responsible for hiring, managing, and coaching the team of Technical Support Analysts. Additionally, you will have oversight of the entire end-to-end support process, which involves various teams across the globe, to identify trends, remediate issues, and proactively find solutions. You're a great match if you are a high-energy, detail-oriented, effective communicator with a  solution-centric mindset and passion for customers. A track record of managing projects and collaborating with global peers will also be essential to your success in this role. 

Your Day to Day:

  • Lead, manage and mentor tier-1 product support team for HighRadius clients

  • Provide ticket oversight across global teams for compliance, best practices, SLAs, and communication/client feedback

  • Participate and provide guidance in time-sensitive ticket and account escalations 

  • Act as liaison with other functional areas, such as development, product management and infrastructure teams, to find preventative and permanent resolutions for HighRadius products and customers

  • Ensure smooth technical transitions from implementation to customer value teams

  • Execute external communications with clients regarding critical issues and system changes

  • Develop and implement operational efficiencies to streamline support processes to promote a positive customer experience.

Requirements:

  • Bachelor's degree required 

  • 5+ years of progressive experience in a client support function, with at least one year of experience in management-- preferably in a high-growth, fast-paced software or B2B SaaS company

  • Possess a high-EQ and empathy for customers

  • Highly organized and effective communication skills, both written and verbal, with internal and external stakeholders

  • Experienced in root-cause analysis/in-depth problem solving related to complex software or system issues

  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details

Preferred Experience:

  • Project management experience

Perks:

  • Comprehensive benefits
  • Casual work environment
  • Snacks on snacks on snacks
  • Fully loaded social calendar
  • Voted Top Workplaces by Houston Chronicle
  • Room for growth

About Us:

HighRadius is a leading Software-as-a-Service (SaaS) company in the Accounts Receivables space. The HighRadius Integrated Receivables platform optimizes cash flow through the automation of receivables and payments process across cash application, credit, collections, deductions, electronic billing and payment processing.

We at HighRadius firmly believe that a product is only as good as the people behind it.  Whether it's product development, customer support, sales or operations, all our employees see the direct impact of their work. As one of the fastest growing FinTech software companies and a leader in the Fortune 1000 space, HighRadius focuses on hiring talented and motivated people from diverse backgrounds.

If you want to channel your ambition and drive for success, you belong with HighRadius! Check out our company’s website to learn more about our fun culture, great benefits, read customer and employee testimonials, and more!