We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!
Mission:
The Technical Support Manager ensures a fast, high-quality support experience across chat, email, and phone, meeting strict response times-emails within 4 hours, chats within 30 seconds, live calls within 3 minutes, and callbacks within 15 minutes. Focused on improving our 5-star rating, they drive efficiency, optimize processes, and empower the team to deliver exceptional technical support.
What you’ll be doing:
- Conduct regular one-on-one meetings with support reps to review performance, provide feedback, and support career growth.
- Oversee and implement structured onboarding for new hires, ensuring they understand tools, processes and service expectations.
- Develop and deliver continued learning opportunities to keep the team updated on product changes, best practices, and efficiency improvements.
- Handle escalated customers calls, providing high-level support and ensuring complex issues are resolved effectively.
- Track key support KPIs, analyze trends in performance, and generate reports to identify areas for improvement.
- Work closely with Product, Sales, Onboarding, and Account Manager teams to align support strategies, resolve systemic issues and enhance customer experience.
- Assist in recruiting, interviewing, and selecting 10x talent to build a high-performing support team.
What makes you the hero for this job:
- Minimum of 1-3 years of experience in people leadership.
- Minimum of 1-3 years in Customer Service and Support.
- High emotional intelligence and empathy skills.
- Familiarity with SaaS products and the software industry
- Customer-focused mindset and a passion for customer success
- Ability to adapt to changing priorities and manage multiple projects simultaneously
- Ability to work collaboratively with cross-functional teams
- Expertise in coaching, role-playing, and providing feedback to support reps
- Excellent communication and interpersonal skills
- Technical proficiency and ability to learn new software quickly
- Strong analytical and goal-oriented mindset.
- Strong organizational and project management skills
- Preferred experience in HubSpot or other customer tracking software
- Experience, or strong understanding, of the construction exterior industry a plus
Superpowers:
Team Commitment. You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyone’s head exploded? That is because she knew what was best for Panem and she was so committed she made the larger, harder decision. That is the level of commitment we need. Minus the killing of course! Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.
Mentor (Hit us up to get more information)
Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, and recruiting.
Top Skills
What We Do
JobNimbus is an all-in-one hub for your business. With JobNimbus, you can track sales, jobs, and tasks from a single, simplified interface. Because JobNimbus is mobile, you can access your information wherever you are, get everyone on the same page, and grow your business.
With a proven design and state-of-the-art technology, JobNimbus is built to be the simplest and fastest of its kind.
