Manager - Technical Support U.S.

| Remote
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All roles at JumpCloud are Remote in the U.S. unless otherwise specified in the Job Description.

About JumpCloud
Do you enjoy solving challenging problems using the latest technologies within a great team? Is knowing your work will be highly visible and mission critical a key component for the next step in your career? At JumpCloud, we’re looking for best-in-class talent to help define the future of modern identity and device management from the ground up.

JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud has a global user base of more than 100,000 organizations, with over 4,000 customers including Cars.com, Grab, ClassPass, Uplight, Beyond Finance and Foursquare. JumpCloud is backed by BlackRock, General Atlantic, OpenView, and Foundry Group.

About the Role
As the Technical Support Manager, U.S. you will be responsible for managing and building a world-class team of Customer Support Engineers. We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. 

This person will be responsible for day-to-day operations in an omnichannel customer service model (phone, chat, email) which includes coordinating the resolution of high priority cases, partnering with product and engineering on defect management, coaching a talented team of support engineers, and strengthening our processes and tooling designed for scale and efficiency. People management, project management, and a proven ability to use metrics to measure success and drive areas of improvements are critical in this role.

Responsibilities:

  • Provide day-by-day management for Support Staff including: reviewing customer interactions across omni-channel service, lead staff meetings, drive employee development plans, and handle overall employee management
  • Analyze data to drive performance, eliminate friction points for customers
  • Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
  • Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email
  • Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management
  • Strive for constant improvement through processes that increase efficiency and consistency for global case responses
  • Develop and execute on key objectives tied to company goals
  • Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
  • Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product 
  • Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
  • Coach and develop support engineers through highly effective 1-1s and growth plans
  • Monitor customer satisfaction via customer surveys, escalations to management, and and performance dashboards
  • Additional duties may be assigned

Qualifications:

  • 3+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
  • Ability to multitask and pivot when necessary in a fast-paced environment 
  • Excellent communication skills and customer facing abilities
  • Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.
  • Technical degree or relevant professional experience
  • Ability to make data-driven decisions in line with strategic initiatives 
  • Experience motivating high performing teams, building technical support teams, and retaining top talent
  • Familiarly with IT Services, IAM and DaaS a strong plus
  • Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
  • Experience managing remote teams and managing teams in a 24X7 environment a plus
  • Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role, depending on individual candidate level and experience, is $95,000-$110,000, including base salary and any related bonuses or commissions. JumpCloud provides comprehensive benefits, including medical, dental and vision insurance, short and long term disability, life insurance and a 401k savings plan. We have an unlimited vacation policy. 


Where you’ll be working 
All our roles are remote in the U.S. unless otherwise specified. Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote (in the U.S.), work from one of our office locations (CO only currently) or flex your time. 

Why JumpCloud?  
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • PowerShellLanguages
    • Node.jsFrameworks
    • VueFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in the business park adjacent to the Home Depot off of McCaslin Boulevard in Louisville!

An Insider's view of JumpCloud

What’s the vibe like in the office?

A key trait for us is having an open, positive mind. We believe that taking the road less travelled - or at least exercising that path - will create new, different, and interesting ideas. We ask our teams to always consider the outside-of-the-box solution to a problem and encourage them to try those creative ideas.

Aaron

VP of People

What projects are you most excited about?

Growth! JumpCloud is actively growing in Denver/Boulder and across the U.S. Attracting and engaging a diverse group of talent as we continue to expand is my main focus. JumpCloud has a strong culture of learning, so we're always looking at what we're doing and adjusting to make it even better.

Katy

Manager, People Attraction

What makes someone successful on your team?

My team members feel empowered to create, design and execute with a lot of freedom at JumpCloud. This enables them to take an active role in their career development and the development of other team members at JumpCloud.

Courtney

Manager, Learning and Development

How do you make yourself accessible to the rest of the team?

I'm available pretty much anytime via email, Slack, phone, in person. More than the communication vehicles and time, I really like to dig in on projects with our teams. By working on important issues together as just another voice or hand to help, I think that helps the team feel that I'm accessible to them and there to help.

Rajat

CEO

How do you make yourself accessible to the rest of the team?

One of the core roles in our engineering group is called pathfinder. They are constantly looking at different areas of our product and future plans and coming up with innovative new ways to achieve these. These engineers lead sessions with cross-functional teams on how to leverage their innovations for competitive advantage in the marketplace.

Rajat

CEO

What are JumpCloud Perks + Benefits

JumpCloud Benefits Overview

JumpCloud offers

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
JumpCloud employees can contribute up to $2750.00 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
JumpCloud's health insurance policy covers up to ___% of out of pocket expenses.
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
JumpCloud provides employees with a flexible work schedule that includes ___.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
JumpCloud sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
JumpCloud offers an unlimited PTO program to our team members.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
JumpCloud hosts company outings Monthly.
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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