Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.
As a Manager, Technical Support, you will be at the forefront of the Gong leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support experience for our customers. You will empower your Technical Support Associates to be proactive, innovative, and strategic problem-solvers. This role is about more than just managing queues; it's about building a scalable function that delights customers long-term while achieving operational excellence.
RESPONSIBILITIES
- Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that is focused on continuous improvement and delivering exceptional customer results.
- Mentor and Develop a High-Performing Team: Directly manage, coach, and motivate a team of Technical Support Associates, fostering a culture of continuous learning, curiosity, and high accountability.
- Champion Technical Enablement & Training: Play a key, collaborative role in the development and execution of our support enablement program. You will be crucial in ensuring that onboarding, ongoing training, and knowledge resources are successful, effective, and rapidly build deep product and technical expertise.
- Recruitment and Onboarding: Actively participate in the recruiting, interviewing, and hiring of new Technical Support Associates to quickly scale the team while maintaining a high talent bar.
- Performance Management: Set clear performance expectations and provide regular feedback through 1:1s, performance reviews, and calibration sessions.
- Foster Collaboration: Encourage and facilitate a culture of knowledge sharing and collaboration within the team and with cross-functional partners, ensuring complex technical issues are resolved efficiently.
- Manage to World-Class SLAs and KPIs: Develop, track, and manage key performance indicators (KPIs) and service level agreements (SLAs), consistently driving the team to achieve high standards for efficiency, quality, and time-to-resolution.
- Process Optimization: Champion process improvements, tools, and best practices to increase team productivity and enhance the overall customer support experience. We encourage thinking big and questioning the status quo.
- Escalation Management: Handle high-priority customer escalations with tact, urgency, and clear communication, ensuring a swift and satisfactory resolution.
QUALIFICATIONS
- 3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team, preferably within a B2B SaaS environment.
- Demonstrated success managing operational performance using SLAs (e.g., FTR, TTR) and key KPIs (e.g., CSAT, quality scores).
- Proven ability to manage and motivate a team in a fast-paced, high-volume, and high-growth organizational setting.
- Exceptional written and verbal communication skills, with the ability to articulate technical concepts and provide candid, constructive feedback.
- Proven ability to drive the successful adoption and effectiveness of enablement programs, particularly for entry-level technical staff, ensuring training translates directly into high-quality customer support outcomes.
- Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.).
- Data-Driven Decision Making: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose operational weaknesses and drive strategic improvements.
PERKS & BENEFITS
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.
The annual salary hiring range for this position is $106,350 - $133,500 USD.
Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.
We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.
Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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