Technical Support Manager

🔥 1 hour ago

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Lead, coach, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and continuous learning • Drive team performance through coaching, regular performance evaluations, talent development, and succession planning • Oversee support operations by monitoring key performance metrics, improving processes, and maintaining high standards for quality, documentation, and compliance • Lead the resolution of complex customer escalations and enterprise customer risks, partnering with senior leadership and cross-functional teams to drive successful outcomes • Partner closely with Product, Engineering, Customer Success, and other cross-functional teams to advocate for customer needs, influence product improvements, and enhance the end-to-end customer experience • Identify customer trends and systemic issues, using insights and operational data to drive continuous improvement across products, processes, and support operations • Lead hiring, onboarding, workforce planning, and employee development to build a scalable, high-performing organization • Champion the adoption of new technologies, including AI-enabled solutions and automation, to improve team productivity and operational effectiveness • Lead change management initiatives, helping teams successfully adopt new products, tools, processes, and business priorities • Contribute to strategic planning by using customer insights, operational metrics, and business needs to influence decisions and improve support outcomes

🎯 Requirements

• 8+ years of experience in technical support, customer support, customer success, or a related customer-facing role supporting enterprise SaaS products • 3-5+ years of experience leading and developing customer support or technical support teams, including performance management, coaching, and career development • Experience managing complex customer escalations and driving successful outcomes for enterprise customers • Proven experience leading teams in hybrid or remote environments and fostering a high-performing, collaborative culture • Experience using customer support platforms, CRM systems, reporting tools, and other technologies to improve team effectiveness and operational performance • Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience, with fluency in written and spoken English

🏖️ Benefits

• Health insurance • Professional development • Flexible work arrangements • Paid time off