Technical Support Team Manager

Onboarding & Support · New York, New York
Department Onboarding & Support
Employment Type Full-Time
Minimum Experience Mid-level

Technical Support Team Manager


We are looking for a Technical Support Team Manager to join our talented, dynamic, and rapidly growing global team. The position is based out of our New York City office located near Bryant Park in Midtown Manhattan. We have a flexible hybrid working policy and would also love to hear from great candidates who would work fully remote within the United States. 


Company Description


OpenAsset is the only Digital Asset Management solution built for the Architecture, Construction and Engineering industries. We have over 700 clients and 15 years experience of delivering value, our vision is to inspire people through visualization of the built world.


We are a diverse group of hard-working and entrepreneurial people dedicated to solving complex challenges, working hard on meaningful projects, and celebrating our successes. We are looking for extraordinary people to join our industry-leading and incredibly talented team! Our inspirational and fun working environment, innovation-driven, fast-growing company, and ambitious projects are just a few reasons why you will love working here.


As a company we are passionate about ensuring that diversity and inclusion are championed, and that everybody has a seat at the table. We promote a culture where everyone feels valued, and we have adopted policies to ensure we hire from a diverse pool of candidates.


Technical Support Team Manager Description


A new role within our growing Customer Success organization, reporting to the Director, Onboarding and Support, this role will be stepping directly into a managerial position to help support our expanding client base and maintain the high rate of satisfaction that our clients have come to expect from our Support Team, while leading a growing team of Support Engineers.


The Technical Support Team Manager will be able to work alongside our Implementation Managers, Customer Success Managers, and lead our Support Engineers with a clear vision of the impact support tickets and service projects have on overall customer experience. We’ll look to you to provide constructive feedback and respond to it just as well. You’re methodical, detail oriented, and have experience leading a team in that spirit.


Technical Support Team Manager Responsibilities

  • Lead by example, handling customer interactions with creative problem solving
  • Help your team prioritize tasks and projects
  • Communicate clear and concise answers to complex technical questions
  • Work closely with OpenAsset Implementation and Customer Success Managers to maintain client satisfaction
  • Mentor, advise, and lead your team to best support the OpenAsset client base
  • Set expectations of team performance based on feedback and transparency, while achieving their collective and individual goals
  • Interview potential team members during our hiring process
  • Scale our existing documentation framework to help standardize and improve onboarding, knowledge sharing, and skill development across the team
  • Identify areas of improvement within the product and communicate them to the product development team


Technical Support Team Manager Skills and Experience

  • 3-5 years of customer facing experience
    • Ideally in client support, technical support and/or technical account management
  • 1-2 years of management or team-lead experience
    • You thrive on engaging with a team and helping others grow
  • Experience with Zendesk (or a similar ticketing system) 
    • Bonus for ownership of workflow design, reporting, or other admin responsibilities
  • You believe in the power of documentation and generating buy-in for standardizing processes
  • Great at communicating clear solutions to complex technical questions
  • Friendly, motivated and a great team player.
  • Ability to thrive in our 'start up' feel.
  • Bachelor’s Degree Required


Tools we use

  • Slack
  • Zendesk
  • Intercom
  • Gainsight
  • SalesForce


Benefits

  • Competitive salary
  • Medical / Dental / Vision coverage
  • 20 days paid time off per year + federal holidays (UK style!)
  • 5 paid sick days
  • Work from home flexibility
  • Commuter benefits
  • 401k
  • Paid parental leave
  • A fun office with casual dress code and open fridge (free fruit, soda & other beverages)
  • Career growth and development opportunities


This position is not eligible for visa sponsorship.


Axomic is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.

Thank You

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  • Location
    New York, New York
  • Department
    Onboarding & Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level