Beware of fraudulent recruitment activities impersonating Degreed. Scammers are using our name, “Degreed”, impersonating our website, and claiming to be affiliated with Degreed as part of a recruitment scam. Please note that Degreed does not recruit talent through WhatsApp, Telegram or any other direct-messaging systems other than Degreed.com e-mail and, during the interview process, phone numbers. We also do not request sensitive personal or financial information in an unsolicited manner, nor do we offer employment opportunities that require upfront payments or promise unrealistic returns.

Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed exists to discover, empower and recognize the next generation of the world's expertise.

Degreed is looking for a Manager, Technical Support to join Client Experience (CX) and promote the growth of the people and processes on the Technical Support team. This role is accountable for a team of Technical Support Specialists (Tier I) who assist our clients via phone, email, and other channels. With a high degree of focus on client satisfaction, you will provide leadership for technical support initiatives, technical issues/escalations, and resolution management. As a people leader, you are responsible for motivating, recognizing, developing, coaching, and training the team and onboarding new hires. You will be responsible for managing departmental KPI’s in partnership with the leadership team and the Director of Technical Support, to ensure the Technical Support team is operating efficiently and effectively in identify/action process improvements as necessary. You will be a leader in collaborating with cross functional teams to solve client issues

This role reports to the Director, Global Technical Support.

Day in the Life

Lead the day-to-day operations of a geographically dispersed team of Technical Support Specialists fostering an environment for exceptional customer support to our highest-value customers
Own support escalations, ensure customer resolution, eliminate roadblocks for your team, and empower accountability for team performance and customer SLAs.
Work closely with key partners in Product and Engineering to identify gaps, surface customer bugs, trends, feedback, and issues in a data-driven way.
Partner with Operations and Leadership to own teams KPI’s and Support metrics to improve efficiency, drive OKRS, and enhance the overall support experience.
Guide team members with clear performance and development structure and continuous feedback. Ensure your team possesses the technical skills to perform their daily duties effectively and effectively to deliver outstanding customer experience. Support team growth by ensuring the right skills are in place and investing in their professional development.
Day-to-day operations may include but are not limited to staffing/scheduling, training, development, rewards/recognition, benchmarking, and coaching
Stay current with product updates, system changes, and customer support team procedures and best practices
Acting Manager on duty during after hours and weekend as needed
Flexibility to travel to company events and team offsites when required
This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time

Who You Are

3+ years of experience as a manager within a Technical Support SaaS team
5+ years of experience in a technical support role for an enterprise SaaS product. Technical background to provide hands on support to the team and clients as well as manage escalations effectively
Driver of operational excellence, including measuring key metrics, process improvement initiatives, documentation, and change management
Comfortable engaging directly with senior leaders and executives of fortune 500 companies during escalations and incidents
Experienced in Knowledge Centered Service frameworks (KCS) with emphasis on leading and coaching teams within the framework
Maintain a high degree of cross functional collaboration and communication with product, engineering, customer success, professional services, and senior executive leadership teams to identify problems using data
Knowledge of API, SSO, and FTP troubleshooting
Experience with ticket management systems and call tracking applications
Able to work Pacific Time hours, including weekends and holidays as needed

What Sets You Apart

Experience identifying and creating training opportunities
Experience managing a global distributed team in LATAM/APAC
Prior experience with HR technology/Learning and development software and services
Experience with optimizing self-service programs in a support environment (content optimization, search optimization, rules-based chatbot configuration and optimization, gen-AI chatbot configuration and optimization)

Compensation and Benefits at Degreed

Degreed is passionate about pay transparency and we are committed to fair and equitable compensation practices. The pay range for this role is $115,000 - $130,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits and wellness programs:

Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
Dental and vision plans for you and your family
Employer-paid life insurance, AD&D, short-term disability, and long-term disability
Company equity
401(k) Retirement Savings Plan with up to 4% match
Company funded HSA and dependent care FSA (pending eligibility)
Generous Parental Leave
Unlimited Paid Time Off and 5 sick days per year
Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything!)
One-time Home Office Stipend to make your workspace more comfortable
Monthly internet and phone stipend
Monthly wellness stipend through Forma
Wellness programs focused on your financial, physical, and mental wellbeing

*Degreed reserves the right to modify these benefits at any time, for any reason in accordance with applicable law. Please note the offerings vary based on location.

Work Environment & Physical Demands

Degreed is a remote-first company, however our roles are open to in-office or hybrid if you live in a city with a physical office location. This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our US and International colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will be required to operate a laptop computer, computer software platforms, and other office productivity machinery as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, and must be able to observe and interpret written and/or verbal communication.

Additional Information

Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Degreed uses the E-Verify employment verification program.

Join edtech.com

Thanks - you're signed up.

Manager, Technical Support - US

IT Infrastructure Engineer

Senior Systems Analyst (Java)

IT Systems Engineer

Senior IT Analytics Engineer

Sr. Business Analyst - Technology Planning & Governance