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Sr. Manager, Technical Support

75% Flex

Remote:

Full Remote

Contract:

Full time

Salary:

122 - 162K yearly

Experience:

Mid-level (2-5 years)

Work from:

Massachusetts (USA), United States

Offer summary

Qualifications:

3+ years leading Technical Support team, Experience in data-driven decision-making.

Key responsabilities:

Lead and develop Technical Support team
Design and implement efficient processes
Collaborate with various company teams

Panorama Education Education SME https://www.panoramaed.com/

201 - 500 Employees

See more Panorama Education offers

Job description

Your missions

About Panorama:
Panorama is a fast-growing national technology company focused on radically improving education. More than 2,000 school systems serving 15 million students across all 50 states have adopted our platform to understand students’ academic and social-emotional strengths and to identify those in need of additional support. School systems turn to our suite of tools to ensure that every child gets the support they need, including school climate and social-emotional learning surveys, tiered intervention planning, and professional development.

Panoramians can choose to work fully remote anywhere within the Continental United States, in-person from our Boston office, or a hybrid option.

About the Role:

The Manager of Technical Support team will coach and guide members of our Technical Support team, lead the team’s strategy, and scale the team as Panorama continues to grow. The Technical Support team is responsible for delivering best-in-class user support to all of Panorama’s users via email, phone, and chat. Our Technical Support team constantly adapts and expands our impact as our products and client base grow.

Responsibilities:

Team leadership and coaching:

Lead and manage a team of Technical Support Representatives and Engineers
Onboard, train, coach and develop members of the Technical Support team to succeed at Panorama
Embed diversity, equity and inclusion when building systems and processes internally and externally
Track, hold accountable, and help your team grow at performance metrics at individual and team levels
Forecast Technical Support capacity to effectively support our clients throughout the year, especially in peak periods

Process design and management:

Define new processes and expectations as the product and Panorama’s delivery model for serving clients changes and evolves
Creatively seek ways to scale Technical Support’s impact through product improvements, service delivery, team processes, changes in our delivery model, etc.
Drive continuous process initiatives to increase productivity, improve customer satisfaction, and consistently meet business KPIs

Cross functional leadership:

Collaborate with teams across the Client Experience function to guarantee the success of new products and features, acting as an advocate both for the Technical Support team and the client
Consider feedback from teams across the Client Experience function to adapt the vision and strategy for the Technical Support team and how it interacts with other teams
Join forces with our Engineering and Product teams to enhance the client experience with incremental improvements and game-changing innovations

Our Ideal Candidate Has:

3+ years of leadership and/or coaching experience within Technical Support
Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations and the company
Experience in using data to understand, track progress, solve problems, and evolve processes
Proven ability to manage a cross-functional team to resolve escalated issues
Experience managing a team through change such as the introduction of new workflows or policy changes
Demonstrated experience advancing diversity, equity and inclusion
Success optimizing the talent of their team through improving systems and processes to support high performing teams
Experience learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes
Strong technology background with a comprehensive knowledge of Mac and PC based applications and basic knowledge of browser and SSO issues
Highly proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
Ability to travel occasionally within the US and Mexico

Salary: The salary range for this role is $121,500 - $162,000 annually

The “Base Salary” range represents the low and high end of the anticipated salary range for this position across all US locations. The determination of this anticipated Base Salary range involves the consideration of many factors in making compensation decisions including but not limited to: unique skill sets, experience, training, performance, licensure and certifications, as well as other business and organizational needs. Our anticipated Base Salary determination is just one component of Panorama’s competitive total rewards strategy that also includes annual bonus or commission awards, equity awards, as well as other region-specific health and welfare benefits.

Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such, we are an Equal Opportunity Employer. Panorama also has a policy on maintaining a drug-free workplace.

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