Technical Support Operations Manager

Regroup Mass Notification is a global leader in mass communication and emergency notification systems, with headquarters in Dallas. Our mission is simple but vital: to keep communities and organizations safe and informed.

We’re looking for a Technical Support Operations Manager to lead and mentor our support team alongside existing management personnel with a focus on optimizing the performance, efficiency, and scalability of the technical support organization, while ensuring world-class service for our clients worldwide. This role is perfect for someone who thrives in fast-paced environments, balances technical expertise with people leadership, and is passionate about helping others succeed.

Who you are: A proactive and empathetic leader with a strong technical background in SaaS systems and customer support. You enjoy mentoring others, improving processes, and fostering a culture of accountability, learning, and collaboration across global teams.

Key Responsibilities:

• Lead, motivate, and develop a remote team of Tier 2 Support Agents to deliver exceptional customer experiences.
• Oversee daily operations of the support department, ensuring timely response and resolution of all client issues within established SLAs.
• Monitor team performance using key metrics and continuously refine workflows for efficiency and quality.
• Serve as an escalation point for complex technical issues, offering hands-on troubleshooting expertise when required.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to improve product usability and client satisfaction.
• Develop and maintain support documentation, training materials, and best practices for internal and client-facing use.
• Foster an environment of inclusion, collaboration, and continuous improvement within a global, distributed team.

Requirements:

• 4–6 years of experience in Tier 2 technical support, with at least 2 years in a leadership or managerial role managing teams of managers or senior support staff.
• Direct experience working with U.S. enterprise and SMB customers
• Strong understanding of SaaS systems, APIs, and web-based technologies.
• Metrics-driven mindset: CSAT, NPS, SLA adherence, backlog management
• Experience leading cross-functional initiatives with Product, Engineering, or Customer Success
• Exceptional written and verbal communication skills.
• Proven ability to manage remote teams across time zones.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to work well under pressure while maintaining a calm and supportive team environment.
• Alignment with Regroup’s mission of safety, communication, and community impact.

Remote Work Requirements:

• Windows 11 Professional OR MAC
• Quiet and professional work environment suitable for client calls and team meetings.
• Reliable computer and familiarity with collaboration tools 

What We Offer:

• Mission-driven work that helps protect communities and save lives.
• Flexible, fully remote work setup.
• Opportunity to shape a growing global support organization.
• Smart, compassionate colleagues who believe in leading with love and learning continuously.
• A culture built around excellence, humility, and service.

This is a Contract Position (1099).
A background check is required.
Only resumes written in English will be considered.