What are the responsibilities and job description for the Technical Customer Care Manager position at Conxxus?
Position: Technical Customer Care Manager
Location: Sullivan, IL
Reports To: Technical Operations Manager
Employment Type: Full-time
Job Summary
The Technical Customer Care Manager leads and develops the Technical Service Specialist team, ensuring delivery of exceptional technical support and customer service. This role is responsible for team performance, process optimization, and maintaining high standards of technical support delivery.
Key Responsibilities
- Lead, mentor, and develop a team of Technical Service Specialists through coaching, training, and performance management
- Monitor team performance metrics including customer satisfaction scores, response times, and resolution rates
- Conduct regular one-on-one meetings, performance reviews, and professional development planning with team members
- Handle escalated technical issues and challenging customer situations
- Collaborate with Technical Operations Manager on workforce planning, scheduling, and coverage optimization
- Develop and implement technical support processes, procedures, and best practices
- Analyze support trends and metrics to identify opportunities for process improvements and training needs
- Coordinate with internal teams (engineering, sales, operations) to resolve complex customer issues
- Ensure quality assurance standards are met through regular review of customer interactions
- Manage ticket queue prioritization and ensure timely resolution of customer issues
- Create and deliver training programs for new and existing team members
- Participate in hiring, onboarding, and development of Technical Service Specialists
- Maintain and improve technical documentation and knowledge base resources
Education & Experience
- Degree in Computer Science, Business Management, or related field, OR equivalent experience
- 3 years of experience in technical support or customer service roles
- 2 years of leadership, supervisory, or team lead experience
- Proven track record of managing technical support teams and meeting performance objectives
- Strong technical background with ability to troubleshoot complex issues
- Experience with customer support platforms, CRM systems, and ticketing systems
Preferred Qualifications
- Industry certifications relevant to the company's products/services
- Experience managing remote or hybrid technical support teams
- Background in telecommunications or related technical field
- Familiarity with data analysis tools and performance reporting dashboards
Essential Skills & Competencies
- Strong leadership and team development abilities
- Excellent communication skills with ability to interact effectively at all organizational levels
- Strategic thinking with focus on continuous improvement
- Conflict resolution and de-escalation expertise
- Analytical mindset with ability to interpret metrics and drive data-informed decisions
- Strong organizational and time management skills
- Ability to balance operational demands with team development needs
- Customer-centric approach with commitment to service excellence
- Adaptability and composure in fast-paced, changing environments
Schedule
- Full-time position, 40 hours per week
- Standard business hours (8:00 AM - 5:00 PM) with flexibility as needed for business requirements
- Occasional after-hours availability for escalations or team support
Compensation & Benefits
- $55,000 - $75,000 per year
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $55,000 - $75,000