Manager, Technical Support - Dedrone by Axon

As a Manager of Technical Support at Axon, you’ll take charge of the Dedrone business unit's customer support team, overseeing key strategic decisions that enhance our 24/7 technical support experience. You'll develop policies to improve customer interaction handling, monitor business metrics, analyze issues using tools like Salesforce and Zendesk, and collaborate with internal teams for seamless operations. Your analytical skills will be put to use in identifying areas for training and improvement to ensure the highest quality customer service.

To be considered for the Manager, Technical Support position at Axon, candidates should possess a Bachelor’s Degree or equivalent experience, alongside 5+ years in a customer-facing role. Notably, 3+ years of experience managing customer support teams is crucial, coupled with familiarity with incident ticketing systems and the software/connected device industry. Strong communication skills, multitasking ability, and a basic understanding of cloud computing and RF technology will also serve you well in this role.

At Axon, we pride ourselves on creating a work environment that values diversity and inclusivity. As a Manager of Technical Support, you’ll find an atmosphere that fosters innovation and care among team members. We conduct regular check-ins, 1:1 meetings, and provide numerous resources for professional development and mental wellness—all aimed at empowering our employees to deliver their best work while contributing to our mission to Protect Life.

The Manager, Technical Support at Axon will enjoy a competitive salary along with benefits like a 401k with employer match, discretionary paid time off, parental leave, and comprehensive medical, dental, and vision plans. Additional perks include fitness programs, emotional wellness support, and learning and development opportunities. These benefits aim to ensure that you are not only compensated well but also supported holistically during your journey with us.

Key skills for the Manager, Technical Support role at Axon include exceptional communication and negotiation skills, strong planning and organizational abilities, and a proactive mindset suited for fast-paced environments. Understanding technical aspects such as cloud computing, incident management tools, and basic RF technology will also greatly enhance your performance. Your ability to analyze data and drive initiatives for customer service improvement is critical to success in this position.

In your answer, be sure to highlight specific examples of how you've led teams, improved support metrics, or enhanced customer experiences. Share metrics where applicable, such as customer satisfaction scores or response times, to illustrate your impact.

Focus on methods that involve data analysis and employee feedback. You might discuss using tools like Salesforce or Zendesk to gather insights, implementing standardized procedures, or introducing training sessions based on common issues to preemptively address customer concerns.

Explain a structured approach to resolving complaints that emphasizes empathy, active listening, and prompt action. Detail how you ensure that customers feel heard and supported, and the measures taken to prevent similar complaints from arising in the future.

Mention specific strategies, perhaps subscribing to industry publications, attending webinars, or participating in relevant training sessions. Express your commitment to continuous learning and your enthusiasm for applying cutting-edge technologies to enhance customer experiences.

Discuss metrics such as first-response time, ticket resolution rate, customer satisfaction scores (CSAT), and Net Promoter Score (NPS). Relate how you have successfully influenced these metrics in past roles through targeted initiatives.

Provide a specific example where your effective communication and problem-solving led to a positive outcome. Detail the steps taken, any challenges faced, and the lessons learned from the experience that can be disseminated among team members.

Outline a structured onboarding plan that includes shadowing experienced staff, hands-on training with tools and systems, and creating clear learning objectives. Stress the importance of continuous feedback and availability for questions during their transition.

Emphasize the importance of cross-team collaboration, fostering a culture of open communication and teamwork. Speak to examples where you’ve engaged team members across different functions to achieve better support outcomes, underscoring your belief in collective ownership.

Discuss the use of regular performance reviews, feedback loops, and motivational incentives to drive results. Describe team-building activities or recognition systems you've implemented to keep morale high and encourage professional development.

Talk about your commitment to fostering an inclusive environment where diverse perspectives are welcomed. Share ideas for outreach in diverse communities for recruitment and how you would ensure an inclusive culture through training and support.