Remote job
Personalized Support Manager
Job details
About this role
Role overview Lead and develop a distributed team of Technical Account Managers who support strategic customers with complex technical issues and proactive guidance. The role combines people management and operational leadership with technical escalation support, customer advocacy, and close partnership with product, engineering, support, and sales teams.
Responsibilities - Coach and support Technical Account Managers, helping them deliver tailored proactive and reactive customer support. - Guide the team through complex product issues, escalations, and resolution plans from investigation to delivery. - Identify customer obstacles and use evidence to advocate for improvements with product and engineering partners. - Work with sales colleagues on customer accounts and help onboard and train team members. - Set team priorities, review performance and KPIs, and strengthen collaboration and customer empathy.
Requirements - At least 6 years in support or operations at a software or SaaS company, including 4 or more years leading technical support teams. - Experience coaching Technical Account Managers who provide customized support. - Strong interpersonal, written communication, and emotional intelligence skills. - A record of managing complex technical escalations and driving issues through to resolution. - Ability to set performance goals, analyze KPIs, develop training, and balance competing operational priorities. - A diplomatic, analytical, and process-oriented approach to uncertain situations.
Nice to have - Knowledge of networking protocols, troubleshooting, and cloud computing. - Experience with financial, resource, cost, or risk management for enterprise portfolios. - Familiarity with customer support and project tools such as Salesforce, Jira, Confluence, Airtable, or Zendesk.
Benefits and work setup Remote role based in Colombia, with occasional travel for customer or team meetings. Benefits vary by location and may include healthcare, retirement savings, paid time off, and parental and wellness leave.