Sr. Technical Support Manager - Satechi

Satechi is an award-winning consumer electronics brand known for creating innovative and sleek tech products and accessories. Our commitment to limitless and ever-evolving technology ensures that our products seamlessly integrate into modern lifestyles. We value teamwork, creativity, enthusiasm, responsibility, and tolerance, which drive our innovation and dedication to quality. With a global presence in over 25,000 stores, Satechi delivers high-quality accessories that inspire creativity and enhance everyday experiences for people worldwide. 

Who you are: 

As the Senior Manager of Tech Support, you will be responsible for developing and executing a strategic plan for the technical support department, ensuring alignment with company goals. You will lead, mentor, and create a high-performing technical support team, oversee daily operations, and foster a positive team environment. Your role will involve collaborating cross-functionally to enhance product performance, improve customer satisfaction, and drive innovation in support services within the rapidly evolving consumer electronics landscape. 

What you will be doing: 

• Oversee daily operations of the technical support department, ensuring timely and effective resolution of customer issues. 
• Develop and execute a strategic plan for the technical support department aligned with company goals
• Develop and implement support processes and best practices to enhance efficiency and customer satisfaction. 
• Ensure a high level of customer satisfaction by continuously improving support services. 
• Monitor and analyze support metrics to identify trends and areas for improvement. 
• Implement and maintain quality assurance measures to ensure consistent and high-quality support delivery, including monitoring, evaluation, and feedback mechanisms. 
• Collaborate cross-functionality with other departments to provide insights and feedback for product improvement and issue resolution. 
• Stay informed about industry trends and advancements in consumer electronics to drive innovation in support services.  

Leadership & Management: 

• Lead, mentor, and develop a high-performing technical support team. 
• Establish performance goals, monitor team progress, and provide regular feedback 
• Foster a positive and collaborative team environment. 
• Design and implement training programs to keep the technical support team up to date with the latest products and technologies. 
• Ensure team members have the necessary skills and knowledge to provide exceptional support. 

What we are looking for:

• Bachelor’s degree in Computer Science or a related field. Advanced degree preferred. 
• 5 years of experience in technical support, with at least 3 years in a managerial role. 
• Strong technical background with expertise in troubleshooting hardware and software issues related to consumer electronics products. 
• Zendesk and Amazon Seller Central experience highly preferred. 
• Proven experience in leadership roles with the ability to inspire and motivate team members to achieve performance goals and objectives. 
• Strategic thinker with a demonstrated ability to develop and execute effective plans for improving technical support operations and customer satisfaction. 
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to optimize support processes and workflows. 
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities and deadlines. 

Benefits: 

• Health Insurance 
• Dental Insurance 
• Vision Plan 
• 401K Employer Matching Plan 
• Paid Time Off 
• Paid Holidays 
• Tuition Reimbursement  
• End of year Bonus 

Compensation: 
The pay range for this position is $95,000-$105,000 annually, based on your knowledge, skills, and experience. This information is provided per relevant state and local pay transparency laws. 

Satechi is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. 

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