Build your career in the fast-paced tech world. Convoso is a leading innovator of contact center software in a continually evolving industry. We are looking for motivated team players ready to jump in as we work together to drive our company’s accelerated growth. (Just a heads up - we were selected as one of the best places in LA to work in 2021 and 2022!)

Our expansion means opportunities for learning and career development for the right candidate. 

What You Will Do

The primary role of the Senior Technical Support Manager is to oversee all day-to-day activities of the product and technical support teams. This includes monitoring chat, phone, and email ticket channels, prioritizing tickets, monitoring calls, taking technical and supervisory escalations,  performing ticket QA and coaching Product Support agents. This is a managerial position.

• Manages the Product and Technical Support teams (L2/L3)
• Manage day to day responsibilities of the Product Support team
• Responsible for triaging inbound tickets to ensure they are assigned correctly
• Owns all Product and Technical Support Metrics
• Manage escalated client issues to successful resolution
• Onboarding new product and technical support agents
• Develop and document processes and procedures to improve operational efficiency
• Performs other related duties as assigned by management.
• Solid technical understanding of VoIP and/or Outbound Dialer platforms.

You Are Someone Who

• Excellent leadership and interpersonal skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Creative, flexible, and innovative team player.
• Ability to work on complex projects with general direction and minimal guidance.
• Ability to analyze complex data and develop innovative recommendations and solutions
• Excellent planning, organizing, and project management skills
• Excellent verbal, written, and presentation skills
• Excellent technical troubleshooting skills
• Ability to interact effectively at all levels and across diverse cultures
• Ability to be an effective team member and manage various projects
• Ability to assist in facilitating progressive change
• Ability to work within a set budget and find cost-effective solutions to complex problems
• Ability to implement effective change management strategies

Prerequisites

• Bachelor’s Degree (BA) from a four-year college or university, and 3+ years of progressive Customer/Technical Support experience or 5+ years of related experience and/or training, or equivalent combination of education and experience.
• 5+ years of Management experience
• Proficient in the use of ZenDesk as both an Agent and as an Administrator
• Good understanding of management practices and techniques.
• Experience rapidly scaling customer support teams
• Experience managing/supervising a remote/offshore team is strongly preferred.

Work perks worth the hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees for Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• No cost Employee Assistance Program and Travel Assistance
• PTO, Paid Sick Time, Holidays, Bereavement time 
• 401k program with generous company match
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Your birthday off
• Apple laptop
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking