Technical Escalations Manager

1 week ago

Boston, Massachusetts, United States SimpliSafe Full time
About SimpliSafe
We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. We've created a culture here that cares just as deeply about the career you're building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those we protect.

We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

We're growing and thriving, and we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

Job Description
SimpliSafe is seeking Supervisors that are passionate about our people, our product, and our customers. You will be responsible for managing a team of Simplisafe employees and their performance, productivity, metrics, and efficiency. This team will assist our customers with those problems that are beyond the capabilities of our front line agents and work closely with the engineering and product departments to identify and ultimately resolve the root causes of these technical problems. You will also be responsible for working with our Training and Enablement Teams to update resources based on identified gaps in our training or content. Must be resilient and seek continuous learning.

Key Responsibilities
  • Lead a team of technical support specialists providing guidance, coaching, and support to ensure outstanding performance and achievement of team goals.
  • Oversee and coordinate the identification and investigation of technical issues reported by customers to enable efficient and effective resolution.
  • Review and provide feedback on content created by the team, including agent-facing documentation, self-help resources, and forum posts, to ensure accuracy, clarity, and relevance.
  • Monitor and analyze customer feedback trends and performance metrics to identify opportunities for process improvements and the development of additional resources.
  • Provide assistance to customers experiencing long tail issues, acting as a point of escalation and ensuring their concerns are addressed promptly and effectively.
  • Set team goals that align with SimpliSafe's plans and deliver on team metrics.
  • Coach and support employees to ensure consistent productivity and development.
  • Build strong working relationships through communication with team members as well as other departments.
  • Track project timelines and specialist productivity to ensure deadlines are met.
  • Consolidate and track issues reported by team members to identify scope and impact.
  • Work closely with our Customer Success Engineering team to drive prioritization of reported problems.
  • Take escalated calls to ensure customer satisfaction.
  • Project management and problem-solving capabilities experience, owning and driving worldwide initiatives.
  • Understand in a detailed way the top technical support issues that require engineering support to solve, advocate for the timely resolution of those issues for customers, and effectively convey known issues to our front line teams.
Requirements
  • Bachelor's degree in a relevant technical field or 3 years of equivalent work experience.
  • Proven experience in a technical escalations role or similar capacity with a strong understanding of troubleshooting methodologies.
  • Demonstrated leadership experience with the ability to effectively manage and motivate a team.
  • Excellent written and verbal communication skills with the ability to effectively convey complex technical information to both technical and non-technical audiences.
  • Strong problem-solving and analytical skills with a keen attention to detail.
  • Ability to thrive in a fast-paced dynamic environment managing multiple priorities and deadlines.
  • Customer-focused mindset with a passion for delivering exceptional customer support.
  • Outstanding customer-facing skills that can help manage customer escalations by communicating to various levels of technical and management stakeholders, both externally and internally.
What We Value
  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a 'no job too small' attitude, and an open, inclusive, and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact SimpliSafe.

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