Technical Support Manager - Customer Experience

RESPONSIBILITIES
Team Management:

• Lead a geographically dispersed workforce across various software products
• Cultivate a collaborative, ever-evolving culture rooted in trust
• Assemble a high performing team, nurturing employee motivation and integration, and promoting continuous learning, development, and excellent customer
  experiences
• Oversee work efforts, mentor team members, and provide guidance to foster success and growth

Customer Experience:

• Champion innovative and competitive customer experience support strategies by introducing fresh ideas and technologies that elevate the customer experience and position the team as a leader in the industry.
• Oversee Quality Assurance programs, ensuring consistent service excellence through performance monitoring, coaching, and continuous process improvement.

Resource Planning:

• Manage workload distribution, proactively addressing obstacles and collaborating with other departments to ensure effective ownership and progress
• Conduct regular reviews to evaluate team capacity and provide recommendations for scaling up or down

Collaboration:

• Work closely with cross-functional teams, including Product, Developers, Functional and Business Analysts, to ensure that business requirements are
  fulfilled through technically robust solutions
• Collaborate with business leaders to gain insights into upcoming needs and provide visibility into both short-term and long-term strategies

Escalations Management:

• Serve as the primary points of escalation for inquiries from senior members of the Technical Support teams related to the support services provided by the teams
• Work closely with internal teams to address escalations, or escalate further if necessary

Other responsibilities:

• Define clear goals and prioritize tasks
• Proactively mentor and support personal growth
• Engage in collaborative discussions, meetings, and process improvement initiatives with fellow Supervisors and Managers.
• Manage relationships with outsourced support partners, ensuring alignment with internal standards, seamless integration, and high-quality customer interactions.

QUALIFICATIONS

• Education at degree level or equivalent work experience. Bachelor's degree in business, computer science, Information Technology, or related technical discipline preferred.
• 3+ years of leadership experience in people development, with responsibility for performance, reviews, guiding and mentoring team members to achieve and exceed
  operational goals
• Proficiency in conducting crucial discussions and implementing corrective measures as needed
• 5+ years of hands-on experience troubleshooting various complex software applications
• Strong Technical Support experience interfacing with external and global customers
• Experience communicating highly technical concepts to a non-technical audience
• Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success
• Demonstrated ability to learn new technologies and products while maintaining high levels of performance in a high-pressure environment
• Demonstrated interest in and aptitude for supporting and leading multiple products across various technical platforms
• Strong communication, both written and verbal
• Highly motivated and task-driven, demonstrating a strong sense of self-accountability
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
• Ability to work consultatively and cross-functionally to identify and implement process and technology improvements
• Ability to quickly grasp new concepts, plan work and execute projects in a fast-paced environment
• Change Mindset: contribute to and actively participate in change initiatives, offer ideas for continuous improvement

Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $100,000 to $130,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 20% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
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ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
ABOUT THE TEAM
When you combine the gravitas of a 130-year-old safety science leader with a culture of innovation that pushes the boundaries in new services and technology, you get UL Solutions. As a global team of business and engineering experts, we develop software for a huge range of industries, including medical, sustainability, renewable energy and healthy buildings. Together, we're dedicated to making a real-world difference, to using our knowledge for good and to pioneering positive change. Join our team and use your expertise to transform global safety, security and sustainability.