Technical Support Manager

About Kahnem: 

 

Kahnem helps organizations make better hiring decisions. We are trusted by clients who want to recruit and hire top talent for high-impact roles. We partner with high-growth startups, global companies, and industry leaders hiring across North America and LATAM. 

 

At Kahnem, we aspire to connect extraordinary candidates with exciting and rewarding new opportunities. Whether you are selected for this position or not, we are committed to advocating for you and connecting you with future open positions that align with your talents and aspirations. 

 

About the position:

 

Kahnem is partnering with a dynamic startup revolutionizing how people interact across different tools with cutting-edge automation and AI. Their platform empowers users to seamlessly connect and streamline multiple applications, enhancing productivity and workflow efficiency.

 

The company is looking for a Technical Support Manager to lead our support team of five specialists, ensuring our customers receive top-notch assistance. This is a great opportunity for someone passionate about customer success, skilled in technical troubleshooting, and looking for a leadership opportunity.

 

As a Technical Support Manager, you will: 

 

Oversee daily technical support operations, ensuring customer inquiries are resolved efficiently and effectively. Act as an escalation point for complex issues, providing hands-on troubleshooting and resolution as needed.

 

Manage, mentor, and motivate a team of 5 support specialists, fostering a culture of collaboration and excellence.

 

Analyze support metrics to identify trends and opportunities for improvement. Develop and implement processes, documentation, and training to enhance team efficiency.

 

Gain in-depth knowledge of our platform and services to provide expert-level support to customers and the team. Represent the voice of the customer internally, advocating for their needs and ensuring their feedback drives continuous improvement.

 

Job requirements:

 

Proven success in a technical support or customer service role with a track-record of increasing responsabilities (e.g. moving from Tier 1 to Tier 2 support). Previous leadership experience and exposure to capacity planning is preferred.

 

Strong problem-solving skills and technical aptitude, and learning agiity. Familiarity with ticketing systems and CRM tools.

 

Exceptional communication skills, both written and verbal. Ability to translate complex technical concepts to customers and performance goals to a team. Excellent leadership and interpersonal skills, with the ability to inspire and guide a team.

 

Proactive mindset, excellent communication skills, and a hunger to succeed in a high-energy, fast-paced environment. 

 

Compensation and Benefits:

 

The compensation for this position is listed above. The posted range represents the typical compensation range for this role. To determine actual compensation, Kahnem’s client will review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. 

 

Additional information about the benefits (health insurance, dental and visual plans…etc) and other perks included in this position will be shared with applicants later in the process. 

 

Kahnem provides equal employment opportunities (EEO) to all employees and applicants for employment. We welcome people from all backgrounds, experiences, perspectives, and abilities.