Technical Support Manager Job

Lead and supervise a team of customer and technical support agents; oversee scheduling, coaching, performance reviews, and daily operations
Serve as primary point of escalation for complex technical inquiries or dissatisfied customers
Directly report to the CEO and provide regular updates on team performance, customer trends, and opportunities for improvement
Set and track KPIs (e.g., response time, CSAT, first-contact resolution) and implement strategies to meet and exceed targets
Create and lead training programs for onboarding and continuous team development, especially around audio equipment troubleshooting and e-commerce systems
Regularly analyze Zendesk metrics to identify trends, inform hiring needs, and prioritize process improvements
Oversee the creation and maintenance of internal knowledge base articles and customer-facing FAQs
Partner with warehouse, tech, and returns teams to streamline cross-departmental issue resolution
Contribute to long-term strategy planning, system upgrades, and organizational scaling
Ideal Candidate Profile

3–5+ years of customer service or technical support experience, with 1–2+ years in a leadership or supervisory capacity
Proven experience running Zendesk (or equivalent platform) as a system admin or power user
Strong knowledge of car audio, live sound, DJ, or recording equipment
E-commerce experience preferred, especially in high-volume order environments
Clear, confident communicator with excellent interpersonal skills
Strong organizational and multitasking capabilities
Track record of identifying and implementing process improvements
Experience managing remote teams is a plus
Self-starter with the ability to thrive in a fast-paced, entrepreneurial setting

Key Skills
3–5+ years of customer service or technical support experience, with 1–2+ years in a leadership or supervisory capacity

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