Lead and mentor a remote support team, optimize operations, ensure client satisfaction, and develop support documentation while collaborating with cross-functional teams.
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.
Top Skills
APIs
macOS
Saas Systems
Web-Based Technologies
Windows 11
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