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Technical Support Manager

Redwood City, CA | Client Services

Job Description

About Wildfire Interactive:
Wildfire is a social media marketing software company positioned squarely on top of the social media revolution. We provide an all-in-one social marketing solution for large brands, small businesses and agencies looking to grow, engage and monetize their audiences across social channels. Wildfire is the industry’s de facto innovator for achieving results: our platform has powered more than 200,000 social promotions, and helped thousands of brands manage content and streamline their communications across the social web. No company knows better how to get Likes, fans, and followers, and drive sales. We work with 27 of the World’s Top 50 brands, and count among our clients companies like Pepsi, Virgin Atlantic, Nestle, Facebook and Microsoft.

Headquartered in Redwood City, California, Wildfire has offices around the globe: in Los Angeles, Chicago, New York City, London, Paris, Munich and Singapore. We’ve grown our team from 5 to more than 250 (the largest team in our industry), in just over two years. We are a 2x winner of Facebook’s fbFund, a TechCrunch Crunchies Award nominee, and were named one of the Top 10 Best Places to Work by the San Francisco Business Times.

Job Description:
We are looking for a Technical Client Support Manager, to join our fast paced team. At Wildfire, we aim to provide the industry's best client service experience! Through our core values of responsiveness, knowledge, and charm, we strive to "wow" each and every client by consistently delivering on these values. You are a client-focused manager responsible for building and leading our technical support team. You enjoy working with people and technology more than working with your head down in product development. As such, you have both the ability to interact with engineering teams as well as exude excellent relationship-building and communication skills.  Ideal candidates are highly technical and creative problem solvers with a bias toward innovation and a personal track record that proves a passion to delight customers and revolutionize the way the world does business. 
Job Responsibilities:
• Hire, coach and retain a tech support team that will deliver world-class support for Wildfire customers and partners
• Work with Director of Client Services to translate high-level company goals to teamwork goals
• Effectively manage the team that will handle Wildfire's front lines of support including: calls, emails, and chats
• Build and implement processes that will provide our clients with top notch support 
• Constantly analyze service metrics and work to decrease overall costs while increasing satisfaction
• Stay abreast of Wildfire platform updates and provide this knowledge to the team as a whole on a regular basis
• Work with our Engineering team to report and escalate product issues
• Work closely with the other teams within Service to deliver a seamless customer experience 
What We’re Looking For:
• 4 years in technical support environment, professional services or pre-sales engineering; 1 year in managerial role
• Practical experience managing support teams, with a strong knowledge of all technical support functions and KPIs
• Excellent verbal, written, presentation and interpersonal communication skills
• Ability to respond to high-profile, high-impact client escalations in a way that drives customer loyalty
• Strong troubleshooting skills and the ability to problem solve complex technical issues
• Strong attention to detail and superior organizational skills
• Proven ability  to build and lead a team of tech support agents
• Knowledge in CSS and HTML considered a plus
• Experience working within Facebook considered an advantage
• Preferred experience working in a previous software technology 
• Strong knowledge working with Salesforce Service Cloud a necessity
• B.S. Computer Science, Software Engineering, or equivalent work experience
Benefits & Perks: 
• Competitive pay
• 15 paid vacation days
• Unlimited sick days
• Individual & dependent health, dental, and vision benefits
• Life, AD&D, S&LTD insurance
• Flexible spending accounts
• 401k plan
• Stock options
• Casual dress workplace
• Free CalTrain (GoPass)
• Free access to ClubOne Fitness (on-premise)
• Unlimited snacks & beverages
• 3 kegs on tap at all time
Position Filled
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