Manager, Technical Support

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August 14

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RevolutionParts

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eCommerce • Automotive • SaaS

RevolutionParts is a company that provides a digital platform designed to simplify and enhance the buying and selling of automotive parts. Their services cater to new car dealers, auto manufacturers, and the aftermarket sector by offering tailored solutions like web stores, marketplaces integrations, and marketing services aimed at boosting online parts sales. RevolutionParts facilitates connections with marketplaces such as eBay and Amazon and offers tools to streamline operations, reduce obsolescence, and optimize retail and wholesale sales. The company is focused on transforming the parts commerce experience by providing comprehensive solutions to various business segments in the automotive industry.

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

📋 Description

• RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries. As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. • The Manager of Technical Support is a pivotal role within our Customer Support Team, responsible for leading and managing a team of technical support professionals. • This position focuses on ensuring the successful resolution of customer issues and the delivery of exceptional support services. • The Manager will play a critical role in maintaining customer satisfaction, driving efficiency, and enhancing the overall technical support operations for the organization.

🎯 Requirements

• Education: Bachelor’s degree in a relevant field, such as computer science or information technology. • Experience: At least 5 years of proven experience in managing a technical support team or a similar role, with a strong knowledge of technical support best practices and methodologies. • Leadership Skills: At least 3 years of strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service. • AI & Automation Expertise: Proven experience implementing and managing AI-driven tools, chatbots, or automated systems within a technical support environment to improve efficiency, reduce ticket volume, and enhance customer experience. • Technical Expertise: Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions. • Operational Management: Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures. • Communication Skills: Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams. • Customer Service Orientation: Strong customer service orientation with a dedication to delivering an outstanding support experience. • Tool Proficiency: Proficiency in using support tools and systems to manage and track customer issues. • Multitasking: Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency. • Organizational Skills: Excellent organizational and time management skills to prioritize tasks and meet deadlines. • Technical Knowledge: Familiarity with software and hardware technologies, systems, and networks, particularly customer support ticketing systems like Zendesk. • Continuous Learning: Continuous learning mindset to stay updated with the latest industry trends and technologies. • Strongly Preferred Experience: OEM and Aftermarket exposure. • Preferred Qualifications: PMP or ITIL certification, previous experience in the software or technology industry, and experience working with customers in a B2B environment.

🏖️ Benefits

• Competitive compensation • Career development • Benefits • 401K match • Parental leave • Many more valuable perks