Manager, Technical Support at Gong.io

Salt Lake City, Utah, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team, preferably within a B2B SaaS environment
Demonstrated success managing operational performance using SLAs (e.g., FTR, TTR) and key KPIs (e.g., CSAT, quality scores)
Proven ability to manage and motivate a team in a fast-paced, high-volume, and high-growth organizational setting
Exceptional written and verbal communication skills, with the ability to articulate technical concepts and provide candid, constructive feedback
Proven ability to drive the successful adoption and effectiveness of enablement programs, particularly for entry-level technical staff, ensuring training translates directly into high-quality customer support outcomes
Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.)
Data-Driven Decision Making: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose operational weaknesses and drive strategic improvements

Responsibilities

Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that is focused on continuous improvement and delivering exceptional customer results
Mentor and Develop a High-Performing Team: Directly manage, coach, and motivate a team of Technical Support Associates, fostering a culture of continuous learning, curiosity, and high accountability
Champion Technical Enablement & Training: Play a key, collaborative role in the development and execution of our support enablement program. You will be crucial in ensuring that onboarding, ongoing training, and knowledge resources are successful, effective, and rapidly build deep product and technical expertise
Recruitment and Onboarding: Actively participate in the recruiting, interviewing, and hiring of new Technical Support Associates to quickly scale the team while maintaining a high talent bar
Performance Management: Set clear performance expectations and provide regular feedback through 1:1s, performance reviews, and calibration sessions
Foster Collaboration: Encourage and facilitate a culture of knowledge sharing and collaboration within the team and with cross-functional partners, ensuring complex technical issues are resolved efficiently
Manage to World-Class SLAs and KPIs: Develop, track, and manage key performance indicators (KPIs) and service level agreements (SLAs), consistently driving the team to achieve high standards for efficiency, quality, and time-to-resolution
Process Optimization: Champion process improvements, tools, and best practices to increase team productivity and enhance the overall customer support experience. We encourage thinking big and questioning the status quo
Escalation Management: Handle high-priority customer escalations with tact, urgency, and clear communication, ensuring a swift and satisfactory resolution

Skills

Key technologies and capabilities for this role

Technical SupportTeam ManagementMentoringCustomer EnablementRecruitmentOnboardingPerformance ManagementTraining ProgramsProduct ExpertiseSupport Enablement

Questions & Answers

Common questions about this position

What experience is required for the Manager, Technical Support role?

Candidates need 3+ years of experience managing a Technical Support, Customer Success, or similar team.

What are the main responsibilities of this position?

Responsibilities include owning team culture, mentoring and developing a high-performing team, championing technical enablement and training, recruitment and onboarding, performance management, fostering collaboration, managing SLAs and KPIs, process optimization, and escalation management.

What is the company culture like for this team?

The role emphasizes cultivating a high-energy, positive, and accountable team environment focused on continuous improvement, delivering exceptional customer results, continuous learning, curiosity, and high accountability.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Gong.io

Revenue intelligence platform for customer interactions

About Gong.io

Gong provides a platform focused on revenue intelligence, which helps businesses capture and analyze customer interactions. The platform uses artificial intelligence to integrate various customer communications into one system, allowing companies to gain insights that inform their decision-making and enhance revenue growth. Gong caters to a wide array of clients, including sales, marketing, and customer success teams across different industries. Its subscription-based model allows organizations to pay for access to the platform, with pricing tiers based on user count and desired features. The main goal of Gong is to support businesses in optimizing their go-to-market strategies by delivering actionable insights derived from customer data.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$570.1MTotal Funding

SERIES_ECompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Mental health support resources

Weekly wellness events

Work from home stipend

Generous vacation days

Quarterly recharge company shutdowns

Parental leave

Employee equity

Retirement savings & financial coaches

Commuter & parking benefits

Training & learning programs

Monthly lunch & learns

Mentor & buddy programs

Risks

Increased competition from Highspot and Seismic may pressure Gong's market share.

Rapid market growth could attract new entrants, impacting Gong's growth trajectory.

Challenges in measuring AI success may affect customer retention and acquisition.

Differentiation

Gong's platform integrates all customer interactions into a single system for better insights.

The company uses proprietary AI to analyze customer interactions, enhancing decision-making.

Gong's subscription model offers tiered access based on user numbers and functionality.

Upsides

Gong's integration with ChurnZero enhances customer success management with AI-driven insights.

The company's inclusion in Forbes Cloud 100 highlights its market leadership and innovation.

Gong's 'Ask Anything' solution boosts win rates by 26%, enhancing revenue team efficiency.

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