At GoGuardian, we’re helping share the future of digital learning by providing educators, students, and schools with tools to create engaging and equitable learning environments. Together, we build innovative solutions to empower students, deliver insights, and encourage experimentation. With employees around the globe, we’re committed to building a culture of inclusivity, curiosity, and courage. GoGuardian’s growth is fast and ever-evolving, and our teams are growing along with it — always ready to experiment and learn. 

While this job posting uses "El Segundo, CA" as the location, please note this role is currently being recruited for remote work or reporting to headquarters if within commuting distance.

We're currently looking for a Technical Support Manager to lead, coach, and motivate a team of Technical Support Representatives. The ideal candidate is driven, metric-focused, and deeply empathetic. This role reports to the VP of Customer Service and Support. They will have a successful track record in managing a Support Team, with an emphasis on customer experience, team member growth, and responsiveness. You will be expected to forecast and lead hiring, handle escalations, drive team member growth and development, build processes that scale in conjunction with a second Technical Support Manager. 

What You'll Do

• Manage, train, and provide feedback for team members
• Lead frequent meetings with team members to review quality and quantity of work, with a focus to grow each team member in their role
• Advise and train staff on triaging the inbound support requests through email and other channels as appropriate
• Manage escalations and provide helpful, empathic support to teachers and school administrators facing technical issues or questions about product functionality 
• Manage and support the team to ensure they are providing customers with speedy and accurate responses
• Provide frequent reporting updates on team metrics to senior team leaders
• Identify improvement areas and lead the team with a continual focus on process improvement
• Collaborate with members of Product, Project Management, and Engineering to ensure the proper escalation and resolution of bugs
• Lead team meetings to discuss common issues, learn from each other about best responses, and maintain consistent voice and tone
• Keep records of the most common support issues and methods to solve them, using this information to effectively manage up to other teams in an effort to highlight the voice of the customer and their needs
• Help build and maintain automated processes, including a chatbot 

Who You Are

• 3+ years of managing a support team
• Proven ability to coach, support, and develop Support Representatives
• Experience in building and scaling support processes, with an emphasis on maintaining customer satisfaction
• Maintenance of help desk reports and dashboard on a daily and weekly basis
• Experience with ServiceCloud and / or Zendesk is a plus
• Excellent track record of collaborating across the organization with Sales, Customer Success, Engineering, etc.

What We Offer

• A varied and challenging role in a multinational and highly innovative company
• A robust benefits package including health insurance, 401(k) retirement savings plan with company match, employee stock option plan, paid parental leave, 13 paid company holidays, and much more
• Development and further training opportunities for shaping and realizing your career goals
• Exceptional colleagues with a passion for EdTech

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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