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Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to build the technology marketplace of the future. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Manager of Technical Support oversees our Technical Support teams in both daily operations and execution of longer-term initiatives. They elevate both the team as a whole and the individual team members while guiding and developing them to meet their goals. The Manager also acts as a mentor to the team leads and ensures that the team is performing at its highest level. They work with Partners and other teams during both the onboarding process as well as the ongoing relationship between Marketplace Technical Support and those Partners.
Essential Responsibilities:
- Team Management
- Monitor team performance based on KPIs.
- Develop, refine, and maintain support SLOs and SLAs as well as their performance.
- Perform 1:1s with team leads and individual team members.
- Review both individual and overall team growth and employee development.
- Collaborate and align with departments related to Technical Support.
- Develop and manage the onboarding and training processes for new hires.
- Operations Management
- Act as a major point in partner and internal escalations.
- Collaborate with leadership to develop, optimize, and document support processes.
- Develop and manage quality of service processes aimed at improving the partner experience.
- Monitor and manage the team’s overall ability to successfully deliver service - based on capacity, coverage, capability, and resource availability.
- Product and Partner Ownership
- Develop, refine, and manage the implementation of new products to be delivered to Marketplace Technical Support.
- Ensure Marketplace Technical Support representation during Product & Engineering cadence and product discovery calls.
- Act as liaison between Marketplace Technical Support teams and internal stakeholders to ensure both are meeting expectations.
- Knowledge Management
- Ensure teams are properly equipped with the necessary information and tools.
- Facilitate ongoing training for teams.
- Drive Knowledge Base content generation and creation.
Ideal Skills, Experience, and Competencies:
- At least eight (8) years of experience providing direct customer facing support.
- At least three (3) years of experience as a manager or leader of a team delivering technical support.
- Ability to build and develop teams high functioning support teams an identity that brings forward their diverse skills and perspectives to achieve common goals.
- Strong communication skills, written and verbal.
- A proven ability to enter incident escalations and defuse situations where partners and/or customers may be dissatisfied.
- Ability to manage accountability and maintain a quality standard.
- Ability to identify work that needs to be done while delegating or performing related tasks as needed.
- Strong understanding of troubleshooting concepts as well as an understanding of cloud technologies and Pax8’s service offerings.
- Ability to work and collaborate with stakeholders from other departments and vendors to meet common goals.
- Proven track record leading SaaS Support organizations and the ability to leverage data-driven strategies to enhance performance and customer satisfaction.
- The ideal candidate will demonstrate expertise in creating insightful dashboards and developing key performance metrics to monitor and improve team efficiency, identify trends, and drive strategic decision-making by reporting up to leadership on achievement of KPI targets
- Deep experience in workforce management for call centers
Required Education & Certifications:
- B.A./B.S. in related field or equivalent work experience.
- Certification in Microsoft products and/or Services preferred but not required.
Compensation:
- Qualified candidates can expect a compensation range of $100,000/yr to $130,000/yr or more depending on experience.
Expected Closing Date: 01/31/2025
*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***
At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups
Pax8 is an EEOC Employer.
Equal Opportunities
Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.
Job Applicant Privacy Notice
What We Do
Buy, sell, and manage cloud solutions with the marketplace that fuels your business.
Our born-in-the-cloud platform modernizes the channel’s cloud journey with consolidated billing, automated provisioning, and industry-leading PSA integrations. And our technology is backed by responsive support, educational offerings, and the resources you need to grow your cloud business.
Pax8 has displaced legacy distribution by connecting the channel ecosystem to our award-winning cloud marketplace. If you want to be successful with the cloud, you want to work with Pax8.
Why Work With Us
At Pax8, we tackle complex challenges, work hard, make time to celebrate, & give back. Being a part of the Pax8 team means being passionate about the quality of your work, caring about the people you serve, & capitalizing on opportunities to improve. It means having each other’s backs, never stopping until a problem's solved & having fun.
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