Technical Support Manager

At TensorWave, we're revolutionizing AI computing by offering the most advanced cloud services, highlighted by our deployment of AMD Instinct MI300x GPUs. Our mission is to accelerate AI innovation by removing hardware limitations and ensuring scalable, efficient solutions for AI workloads. To support our rapid growth, we're seeking a Technical Support Manager to join our team.
About the role
We are seeking a Customer Support Manager to lead our customer support team. This role is essential in managing the support operations and ensuring that our clients have access to prompt, knowledgeable, and effective support services. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to providing outstanding customer experiences.
What you'll do
Oversee the day-to-day operations of the customer support team, ensuring high-quality support is delivered consistently.
Develop and implement customer support policies, procedures, and standards to enhance service quality and efficiency.
Lead, train, and mentor support team members, fostering a culture of continuous improvement and customer-centricity.
Manage key customer support metrics, including response times, resolution times, and customer satisfaction scores, implementing strategies for improvement where necessary.
Collaborate with the product and engineering teams to address complex technical issues, ensuring timely resolution and feedback for product improvements.
Handle escalated customer issues, providing strategic solutions and maintaining strong customer relationships.
Analyze support data and trends to identify areas for improvement, reporting findings and recommendations to senior management.
Essential Skills & Qualifications
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
5+ years of experience in customer support, technical support, or a related field, with at least 2 years in a managerial role.
Strong technical understanding of AI, machine learning, cloud computing, and related technologies.
Excellent leadership and team management skills, with a proven ability to motivate and lead a high-performing support team.
Exceptional communication and interpersonal skills, capable of working effectively with customers, team members, and other departments.
Analytical mindset with experience in using support metrics to drive decisions and improvements.
Familiarity with customer support software and tools.
We offer a competitive salary and benefits, including:
Stock Options
100% paid Medical, Dental and Vision Benefits for employees
Life and Voluntary supplemental life insurance
Short-term disability insurance
Flexible Spending Account
401(k)
Flexible PTO
Paid Holidays
Mental Health Benefits through Spring Health

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