Job Description for Manager, Technical Support at Greenhouse:

Location: Anywhere in the United States
Role: Lead a team of frontline Technical Support Specialists to solve complex customer issues and own the customer experience end to end.
Reporting to: Director of Technical Support

Who will love this job:

A coach with natural leadership style
A data detective who uses metrics for decision-making
Calm under pressure during outages and escalations
A champion advocating for team and customer needs
A systems thinker pushing for root cause fixes

Responsibilities:

Manage Technical Support Specialists, ensuring tools, knowledge, and support to solve complex customer problems
Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions
Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations
Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals
Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms
Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early
Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows
Additional projects and responsibilities as business needs require

Requirements:

5+ years in Technical Support with at least 2 years management experience.
Proven experience in a customer-facing team in a mentorship capacity (Senior level or above)
Open to being on-call on weekends & some holidays [3x per quarter]
Outstanding customer service skills – empathetic, responsive, and solutions-focused
Exceptional written and verbal communication skills
Experience using AI tools to improve support functions for your team and customers
Zendesk experience
A proven track record of staying calm under pressure during outages or high-volume periods
Experience in recruiting and hiring is a plus
Applicants must be currently authorized to work in the United States on a full-time basis.

Additional Information: The national pay range for this role is $79,000 - $107,000. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation including stock option awards bonuses merit increases. Additionally certain roles have opportunity to receive sales commissions based on terms of sales commission plan applicable. Greenhouse provides benefits including medical dental vision insurance basic life insurance mental health resources financial wellness benefits fully paid parental leave program short-term long-term disability coverage 401(k) plan company match paid holidays sick leave vacation PTO. Closing date: May 8th 2026. Company Overview: Greenhouse is a remote-first company focused on inclusive culture employee growth recognized as Fortune’s Best Places to Work Inc.’s Best Workplaces. Equal Opportunity Employer statement included.