Manager, Technical Support at Greenhouse

**Who this is for** This role is for a natural leader and coach with a knack for data analysis and a calm demeanor under pressure. You are a champion for your t

Work type: remote

Location: Anywhere in the United States

Salary: $79,000 – $107,000/yr

Type: Full-time

Summary

**Who this is for** This role is for a natural leader and coach with a knack for data analysis and a calm demeanor under pressure. You are a champion for your team and customers, and you possess a systems-thinking approach to identify and resolve root causes of issues. You enjoy developing others and are passionate about ensuring an excellent customer experience. **Key highlights** As the Manager, Technical Support, you will lead a team of frontline specialists, focusing on solving complex customer issues and owning the customer experience from start to finish. You will bridge technical troubleshooting with high-level strategy, ensuring your team has the necessary tools and training. Your responsibilities include monitoring team metrics, coaching team members, and driving process improvements by identifying patterns in support tickets. **You might be a good fit if you...** - Have a leadership style that fosters growth and trust within your team. - Use data to uncover insights and make informed decisions. - Remain calm and lead with clarity during high-pressure situations. - Advocate for your team's needs and customers' experiences cross-functionally. - Identify patterns in support tickets and push for upstream, root-cause fixes.

Job Description

Our [mission](https://www.greenhouse.com/mission) at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire.

Join us to do the best work of your career, solving meaningful problems with remarkable teams.

Greenhouse is looking for a Manager, Technical Supportto join our team.

In this role, you'll lead a team of frontline Technical Support Specialists dedicated to solving complex customer issues - not just managing tickets, but owning the customer experience end to end. Reporting to the Director of Technical Support, you'll bridge technical troubleshooting and high-level strategy, ensuring your team has the tools, training, and temperament to excel in a fast-paced environment.

## Who will love this job

A coach – you have a natural leadership style that brings out the best in others; your team trusts you to guide their growth, not just their output

A data detective – you dig into metrics to find the story behind the numbers and use what you find to make better decisions for your team and your customers

A calm in the storm – outages, volume spikes, and escalations don't rattle you; you lead with clarity when the pressure is highest

A champion – you advocate for your team's needs internally and for your customers' experience cross-functionally, even when it's not the easy path

A systems thinker – you spot patterns in support tickets and follow them upstream — pushing for root cause fixes rather than repeat workarounds

## What you’ll do

Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems

Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions

Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations

Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals

Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms

Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early

Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows

Additional projects and responsibilities as business needs require

## You should have

5+ years in Technical Support, with at least 2 years of management experience.

Proven experience in a customer-facing team in a mentorship capacity (Senior level or above)

Open to being on-call on weekends & some holidays [3x per quarter]

Outstanding customer service skills – empathetic, responsive, and solutions-focused

Exceptional written and verbal communication skills

Experience using AI tools to improve support functions for your team and customers

Zendesk experience

A proven track record of staying calm under pressure during outages or high-volume periods

Experience in recruiting and hiring, a plus

Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren’t always in alignment with a given role — but those are qualities we value at Greenhouse. If you don’t meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Applicants must be currently authorized to work in the United States on a full-time basis.If you are based in California, we encourage you to read this important information for California residents linked[ here](https://www.greenhouse.io/ccpa-candidate).The national pay range for this role is $79,000 - $107,000. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.Greenhouse provides a variety of benefits to employees, including medical, dental, and vision insurance, basic life insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For US-based employees, we offer short-term and long-term disability coverage, a 401(k) plan and company match. U.S. based employees also receive, per calendar year, up to 14 scheduled paid holidays and up to 80 hours of paid sick leave. Non-exempt employees accrue up to 20-25 days of paid vacation time annually, depending on tenure, and exempt employees have flexible paid time off (PTO).

The anticipated closing date for this role is May 8th, 2026.

## Who we are

At Greenhouse, we live by our mission through [using our own product](https://www.greenhouse.com/interviewing-at-greenhouse) to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an [award-winning culture](https://www.greenhouse.com/awards) that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row.

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