Tier 1 Technical Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $70k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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Level Data

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Level Data is a SaaS company that provides K–12 education agencies and school districts with data management, validation, and analytics tools to connect financial investments, educator effectiveness, and student outcomes. Its platform automates data workflows, tracks special education services (IEP minutes), supports compliance and teacher licensure, and offers ROI analytics and coaching management to help states and districts make audit-ready, evidence-based decisions at scale.

📋 Description

• Lead and mentor Tier 1 support team members through coaching and accountability practices • Monitor response quality and provide constructive feedback • Drive professional development and training initiatives • Make informed staffing decisions and recommend team composition adjustments in consultation with leadership • Oversee day-to-day and week-to-week helpdesk operations • Run and coordinate regular team touchpoints, including L10 meetings • Serve as escalation path for complex, stalled, or unusual tickets • Actively work tickets alongside the team and maintain hands-on technical capabilities • Monitor workload distribution and adjust assignments to maintain efficiency and prevent burnout • Report on and interpret support metrics, including response time, resolution time, NPS, agent effectiveness, and productivity • Identify improvement opportunities and develop action plans to address SLA gaps • Analyze per-agent performance metrics to identify coaching opportunities and celebrate successes • Identify systemic improvement opportunities • Recommend and implement process improvements to increase ticket close rates and team efficiency • Partner with Product and Engineering to identify bugs, feature gaps, and improvements that could reduce ticket volume • Advocate for the support perspective in product planning and development discussions • Surface customer pain points and inform roadmap priorities through hands-on ticket experience • Keep the team informed of company changes affecting support • Coordinate with leadership on new service support plans and launch readiness • Share learnings and best practices across support teams • Report on support capacity and resource needs as business requirements evolve • Lead with autonomy, coaching, accountability, and ownership of team success and continuous operational improvement

🎯 Requirements