About the Role:

Latch is seeking a highly skilled and experienced Technical Support Manager to lead our technical support team. This role is responsible for leading the team and serving as a product knowledge expert in Latch offerings to ensure the smooth day-to-day operations of our hardware and platforms. The ideal candidate will have a strong background in technical support, excellent leadership abilities and a passion for delivering exceptional customer service.

Responsibilities:

• Team Leadership: Lead and mentor a team of support specialists, providing guidance, coaching, and training as needed.
• Technical Expertise: Serve as the primary point of contact for complex technical issues, providing expert-level troubleshooting and problem-solving assistance to both customers and team members.
• Process Improvement: Identifying and resolving hardware or software/platform issues.
• Customer Satisfaction: Ensure that all customer inquiries and issues are handled promptly and professionally, with a focus on delivering exceptional customer service and satisfaction.
• Performance Management: Establish key performance metrics for the technical support team and monitor performance against these metrics, providing regular feedback and implementing performance improvement plans as necessary.
• Collaboration: Working across Latch teams on escalated issues or to improve Latch product offering.
• Documentation: Creating and managing a comprehensive knowledge base to help all stakeholders troubleshoot common issues and offer self-service options.
• Escalation Management: Manage escalated customer issues, ensuring that they are resolved in a timely manner and that appropriate follow-up actions are taken to prevent recurrence.
• Reporting: Generate regular reports on technical support activity, including ticket volumes, resolution times, customer satisfaction scores, and other relevant metrics.
• Participating in the pager rotation for emergency issues where there is the potential to need to assist a customer after normal business hours.
• We provide support from 8:00 am to 10 pm Eastern Time (UTC-4), 7 days a week. The role may require either daytime or night time hours, including weekends, and consist of working 5 consecutive days in a given 7 day work week.

Requirements:

• Working knowledge of Access Control Systems, Network, or Low Voltage preferred
• Demonstrated problem solving skills and the ability to break down troubleshooting steps or complex topics for customers.
• 7 years of experience in technical support, with at least 4 years in a leadership or managerial role.
• Experience with Zendesk, Salesforce and/or other tools.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong technical proficiency across a range of hardware and software platforms.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and other stakeholders.
• Proven leadership abilities, with a track record of building and motivating high-performing teams.
• Strong attention to detail and organization.
• Confident working with data and data tools. An ability to quickly analyze data to tell a story and identify areas for operational improvement.
• Experience working with high-profile accounts, and advising on overall support needs and statuses.
• Familiarity with Division 28 standard operating procedures preferred.