What are the responsibilities and job description for the Technical Support Manager position at Unicorn (Formerly Wiser Elite)?
Technical Support Manager | RecTech | Boston or Tampa (Remote)
Role: Technical Support Manager
Salary: $60,000-$90,000 base Quarterly bonuses for meeting KPIs
Office: Fully Remote | WeWork access in Boston & Tampa
Unicorn are working with a fast-growing recruitment productivity platform - ranked as the fastest-growing IT & Software business in Europe by the Financial Times and named one of the Best Places to Work in the UK by the Sunday Times. Fully profitable, product-led, and scaling faster than any other company in their space.
The Opportunity
This is a newly created Customer Experience Manager role sitting at the centre of the client support function, with a focus on reactive technical support and driving platform adoption across their growing user base.
Reporting directly into the Global Experience Team Lead in the US, you'll own the end-to-end support cycle - collaborating cross-functionally with Product and Development to solve complex issues and continuously improve the customer experience.
What You'll Work On
- Diagnosing and troubleshooting inbound customer issues, owning tickets end-to-end
- Collaborating with Product and Development teams on complex technical issues
- Communicating with clients across phone, video, email and chat in a timely and accurate manner
- Collecting customer feedback and working with internal teams to prioritise product improvements
- Creating and maintaining educational content including help articles and FAQs
- Continuously expanding your product knowledge to better support customer success
About You
- Customer Success or Technical Support experience in a SaaS environment
- Based in Boston or Tampa
- Experience working with CRM platforms
- Excellent written and verbal communication skills - able to simplify complex ideas for different audiences
- Strong problem-solving skills with the ability to manage multiple ongoing priorities
- Comfortable working cross-functionally with distributed remote teams in a startup environment
- Driven, proactive and eager to learn
Bonus points if you have:
- Experience in Recruitment Technology
- Familiarity with Intercom, Zendesk or similar ticketing platforms
- Strong technical acumen and presentation skills
Compensation & Benefits
- $60,000-$90,000 base Quarterly bonuses for meeting KPIs
- Fully Remote | WeWork access in Boston & Tampa
- Private medical, dental & vision insurance
- Extended mental health cover & Employee Assistance Programme
- 25 days PTO federal holidays
- MacBook any tech or software needed
- WeWork Global Access Pass
- Company trips (previous destinations include Miami & New York)
- Flexible working arrangements
- Compassionate leave policy
Our client encourages applications from candidates whose experience doesn't perfectly align — you may be a great fit for this or future roles.
Salary : $60,000 - $90,000