Technical Support Engineering Manager

What we're looking for

The Technical Support Manager manages a team within our growing global support organization. Primarily, their role involves managing a team of Technical Support Engineers who assist customers in resolving highly technical challenges with Momentive products and platform integrations.

You will

• Manage a team of Technical Support Engineers toward key metrics, including SLA, CSAT, Time to Resolution (TTR)
• Perform case quality reviews and coach team members toward improved customer experience within case work
• Assess and evaluate processes, technology, and team skill sets to identify gaps and partner with enablement teams on opportunities for advancement
• Serve as an escalation point for the team for questions or issues and communicate learnings and best practices
• Make data-driven decisions to improve operational quality and efficiency
• Turn customer feedback into actionable steps to improve support service delivery
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration

You have

• 1+ years of experience managing a high-performing team in a remote environment
• A track record of being results-driven, self-motivated, and able to work independently
• Excellent written, verbal and interpersonal communication skills
• Strong technical skills with proficiency in cloud-based software platforms

Who we are and what we do

Momentive (NASDAQ: MNTV), maker of SurveyMonkey, is a leader in agile experience management, delivering powerful, purpose-built solutions that bring together the best parts of humanity and technology to redefine AI. Momentive products, including GetFeedback, SurveyMonkey, and its brand and market insights solutions, empower decision-makers at 345,000 organizations worldwide to shape exceptional experiences. More than 20 million active users rely on Momentive to fuel market insights, brand insights, employee experience, customer experience, and product experience. Our vision is to improve human experiences by amplifying individual voices. Learn more at Momentive.ai.

What we offer our employees

The base pay provided for this position ranges from $88,400.00/year - $149,500/year depending on geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses, commissions, and/or equity may also be offered as part of the total compensation package, in addition to a great benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

In addition, we've won multiple Culture and Employee awards, including Comparably's Best Workplace for Women and Diversity and Best Company for Perks and Benefits and Work-Life Balance, and received recognition for our forward-looking benefits policies, including best workplace for parents, vendor benefits standards, and our annual holiday refresh.

Our commitment to an inclusive workplace

Momentive is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

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