About the Role:
We are seeking a highly motivated and detail-oriented Technical Support Manager to join our rapidly growing charity startup platform. This is a critical role focused on owning and continually optimizing our Customer Success processes, ensuring exceptional customer support, and serving as the primary technical liaison for our users and clients.
The ideal candidate is a hands-on problem-solver and process improver who will manage and resolve technical inquiries, maintain our knowledge base, and build strong client relationships. This role is positioned for future growth, including the potential to manage and grow a team.
Location: Must be able to work on the Eastern Time Zone (EST/EDT).
Key Responsibilities:
Client Support & Relationship Management
- Tier 1 & 2 Helpdesk Support: Manage and triage both simple and complex inquiries across the helpdesk. This includes troubleshooting, checking existing reports/boards, and providing workarounds and timelines.
- Proactive Client Engagement: Build and maintain strong relationships with clients and conduct onboarding and training sessions with new and existing users.
- Support during Onboarding/Implementation: Be available to conduct product demos, training, or unblock users during the onboarding or implementation phase.
Knowledge Base & Documentation
- Knowledge Base Management: Maintain and continually update the knowledge base with every product release.
- Content Creation: Familiarize yourself with new features and changes , plan content (articles, videos) , and keep them up to date.
- Multimedia Support: Be proficient in recording, editing, and publishing support videos and other multimedia content for both internal and external use, ensuring all assets are current and high-quality.
Process Optimization & Quality Assurance
- Bug Filtering and Reporting: Act as a critical filter between the client/user/management and internal QA/Development teams. Gather necessary information, reproduce bugs, report detailed findings, and follow up on communications.
- CS System Maintenance: Perform regular cleanups of the helpdesk , fix/update automations and workflows , and monitor/improve AI bot responses.
- Continuous Improvement Focus: Review surveys and user feedback to identify trends, pain points, and areas for system or process enhancement. Leverage data and metrics to drive support efficiency.
Qualifications & Skills
- Proven experience in a Customer Success, Technical Support, or similar client-facing technical role, preferably within a SaaS startup environment.
- Demonstrated ability to own and optimize a core business process (e.g., support, onboarding).
- Strong technical aptitude and comfort with various software tools (WordPress, Helpdesks, CRM, Project Management, Video Editing, Agile tools).
- Experience with or ability to quickly learn basic video recording and editing for support content.
- Exceptional communication (written and verbal) and interpersonal skills, with a proven ability to build and maintain strong client relationships.
- A proactive mindset with a focus on efficiency, scalability, and continuous improvement.
- Demonstrated skills not only in hands-on execution but also in developing systems that can scale.
- Ability to clearly articulate complex technical issues to non-technical users and stakeholders.