Technical Support Manager

Lead and supervise a team of customer and technical support agents; oversee scheduling, coaching, performance reviews, and daily operations

Serve as primary point of escalation for complex technical inquiries or dissatisfied customers

Directly report to the CEO and provide regular updates on team performance, customer trends, and opportunities for improvement

Set and track KPIs (e.g., response time, CSAT, first-contact resolution) and implement strategies to meet and exceed targets

Create and lead training programs for onboarding and continuous team development, especially around audio equipment troubleshooting and e-commerce systems

Regularly analyze Zendesk metrics to identify trends, inform hiring needs, and prioritize process improvements

Oversee the creation and maintenance of internal knowledge base articles and customer-facing FAQs

Partner with warehouse, tech, and returns teams to streamline cross-departmental issue resolution

Contribute to long-term strategy planning, system upgrades, and organizational scaling

Ideal Candidate Profile

3–5+ years of customer service or technical support experience, with 1–2+ years in a leadership or supervisory capacity

Proven experience running Zendesk (or equivalent platform) as a system admin or power user

Strong knowledge of car audio, live sound, DJ, or recording equipment

E-commerce experience preferred, especially in high-volume order environments

Clear, confident communicator with excellent interpersonal skills

Strong organizational and multitasking capabilities

Track record of identifying and implementing process improvements

Experience managing remote teams is a plus

Self-starter with the ability to thrive in a fast-paced, entrepreneurial setting

Key Skills

3–5+ years of customer service or technical support experience, with 1–2+ years in a leadership or supervisory capacity