Manager of Technical Support, Gong

• This role is perfect for a proven leader who thrives in a fast-paced, hyper-growth SaaS environment and is passionate about team development, hands-on crisis management, and operational excellence
• 3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team within a fast-paced B2B SaaS environment
• Proven Escalation Handling: Demonstrated experience managing and resolving critical, time-sensitive customer escalations on a day-to-day basis while maintaining composure and professionalism
• Multi-Tier Management Experience: Proven success leading teams that comprise both tier-1 frontline support (Associates) and higher-tier technical support (Engineers)
• Data-Driven Performance Accountability: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose performance gaps and hold individual contributors accountable to global organization standards
• Global Support Awareness: Proven ability to manage and motivate a team in a fast-paced, high-volume environment supporting a diverse, global customer base across regions like Europe, Asia, and the US
• Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts and provide candid, constructive feedback
• Tooling: Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.)

Desirable

• As a Manager, Technical Support based in our Dublin hub, you will be at the forefront of the Gong leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support experience for our global customer base
• You will empower your team to be proactive, innovative, and strategic problem-solvers in a fast-paced, high-volume environment
• This role is about more than just managing queues; it's about building a scalable function that delights customers long-term, supporting our external vendor operations, and achieving operational excellence across diverse tiers of technical support
• We are looking for an experienced, dynamic, and resilient Manager, Technical Support to lead and grow our support team based in Dublin
• In this role, you will manage a multi-tiered team consisting of both Technical Support Associates (TSAs) and Technical Support Engineers (TSEs) who are on the front lines, helping our customers across Europe, Asia, and the US maximize the value of the Gong Revenue AI Platform
• You will be comfortable navigating ambiguity and managing day-to-day customer escalations in real time. Additionally, you will support our external vendor operations on an as-needed basis to ensure seamless day-to-day workflow alignment and consistent service delivery
• Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that thrives under pressure, focuses on continuous improvement, and delivers exceptional customer results globally
• Mentor and Develop a Multi-Tiered Team: Directly manage, coach, and motivate both Technical Support Associates and Technical Support Engineers, tailoring your leadership style to foster growth from entry-level troubleshooting to complex technical engineering
• Day-to-Day Escalation Management: Serve as the frontline escalation point, managing high-priority customer escalations on a daily basis with tact, urgency, and clear communication to ensure swift and satisfactory resolution
• Vendor Operations Support: Act as a collaborative point of contact to support our vendor partners as needed, ensuring external teams are aligned with Gong's internal workflows, quality standards, and culture
• Champion Technical Enablement & Training: Play a collaborative role in supporting our team's enablement programs. You will be crucial in ensuring that onboarding and ongoing training are effective, helping your team rapidly build deep product and technical expertise
• Recruitment and Onboarding: Actively participate in recruiting, interviewing, and hiring new TSAs and TSEs to quickly scale our Dublin-based hub while maintaining a high talent bar
• Drive Global Operational Excellence: Track, manage, and hold your internal team accountable to high performance against our global support organization's KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution) in a fast-moving environment
• Process Optimization: Champion process improvements and tool best practices to increase team productivity and enhance the overall customer support experience