Customer Technical Support Manager

*This will be a fully onsite position 5x a week in River North*Customer Technical Support ManagerThe Technical Support Manager leads a Tier 1/Tier 2 technical support team, overseeing daily operations, team performance, customer escalations, SLAs, and overall support quality. This role is responsible for coaching and developing the team, improving support processes, and partnering with Product, Engineering, and Customer Success to resolve complex issues and improve the customer experience.Requirements5+ years of experience in technical support, SaaS support, or customer operations2+ years of experience managing and developing technical support teamsExperience managing ticket queues, SLAs, escalations, and support KPIsStrong troubleshooting and problem-solving skills across Windows and Mac environmentsExperience with ticketing, CRM, and support platforms such as Zendesk, Salesforce, Jira, or IntercomStrong communication and cross-functional collaboration skillsExperience improving knowledge bases, automation, self-service, or support processes is a plusB2B SaaS or enterprise technology experience preferred