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Technical Support Manager
1 month ago
Join Gabb and be part of a team that is passionate about revolutionizing the way families connect and kids experience the world. Our mission is to protect kids, connect families, encourage life beyond the screen, and empower parents. We are committed to equipping families with innovative products like the Gabb Phone 3 Pro and the Gabb Watch 3, ensuring kids stay safe while staying connected.
Remember the days when playing outside until dusk was the norm, and the biggest tech challenge was dial-up internet? We believe kids deserve to enjoy the simplicity and freedom of those times, even in today's digital age. Through our cutting-edge, safe tech, we're making it possible.
If you're enthusiastic about creating a safer digital world for children and want to contribute to a brand that is making a real difference, we would love to have you on our team. Come join us at Gabb and help us lead the industry in safe tech for kids
What You'll Do
Here at Gabb, we take pride in the service we give our customers. With our devotion to creating innovative safe tech products for children, we are dedicated to providing world-class technical support to our customers, as well.
We are looking for a talented and experienced Technical Support Manager to lead our Product Support department here at Gabb. As the Technical Support Manager, you will oversee the team of product specialists, partner with our Product and Engineering teams, and collaborate with Customer Support on best practices when working with our customers. You will also,
- Lead, mentor, and guide the product support team made up of supervisors, team leads, and individual contributor product specialists
- Utilize your technical expertise to provide guidance and support in complex problem solving situations, particularly in software and hardware troubleshooting
- Define and monitor key performance indicators (KPIs) for the product support team and regular report on team performance while providing insights and trends
- Continuously evaluate support processes and workflows to identify areas for improvement and efficiency gains and propose and implement changes to enhance the overall team performance
- Create and promote a collaborative and positive work environment that encourages continual development and growth opportunities
- Partner with the greater customer support leadership team to develop and execute customer support strategies that exemplify the company's values and mission while enhancing the customer's satisfaction
- Collaborate with cross-functional teams like product and engineering to ensure a smooth customer experience when it comes to product releases and updates
- Track and report on customer feedback and trends and insights to keep cross-functional departments apprised of customer's feedback on products
What You'll Need
- 3+ years of experience in technical support roles with 1 year in leadership
- Proficiency in technical troubleshooting and resolving technical issues with hardware and software products
- Strong attention to detail as it relates to creating documentation, tracking errors, managing/troubleshooting
- Superb communication skills with the ability to communicate with technical and non-technical stakeholders
- Comfortability presenting on technical issues, trends, and insights to internal stakeholders
- Experience in leadership and team management strongly preferred, with a track record of building and developing high-performing teams
- Familiarity with CRMs and ticketing systems (Jira, Gladly, Phoenix)
Why You'll Love Gabb
- 🌎 Mission driven to protect kids and make a difference in the world
- ⚖️ Work-life balance with unlimited PTO, flexible/hybrid schedules, and more
- 🏥 Generously covered insurance premiums (up to 100% based on tenure)
- 💰 Stock options and 401(k) plan with employer match
- 🚀 Fast-paced startup environment with room for career growth
- 😎 Energetic and collaborative company culture (plus the coolest coworkers around)
- 🐶 Pet insurance to keep your furry friend happy and healthy
- 🫶 Get paid to give your time to the community
Gabb is an equal opportunity employer and is committed to providing a work environment that is free from discrimination of all types. We celebrate diversity and are dedicated to fostering an inclusive environment for all. All applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.
