📍 Job Overview

Job Title: Manager, Tier 1 Technical Support
Company: Reputation
Location: Scottsdale, AZ (Hybrid)
Job Type: Full-Time
Category: Management, Customer Support, Technical Support
Date Posted: 2025-03-27
Experience Level: 10+ years
Remote Status: On-site (Hybrid)

🚀 Role Summary

Manage a global team of front-line support specialists, providing world-class customer service to Reputation's clients.
Create and implement processes, SLAs, and instrumentation to lead a world-class, omni-channel support team.
Serve as an advocate for your team internally, working with product, sales, and customer success.
Ensure that every client receives superior service within agreed service level agreements (SLAs).
Provide hands-on support and assistance for client issues, and implement strategic action plans for continuous improvement.

📝 Enhancement Note: This role requires a proven manager with a strong background in customer support and a deep understanding of customer experience management. The ideal candidate will have experience working with high-quality professionals across various departments and possess a sense of urgency and drive to serve clients in a rapidly growing enterprise software space.

💻 Primary Responsibilities

Lead a global team of front-line support specialists, providing world-class customer service to Reputation's clients.
Create and implement processes, SLAs, and instrumentation to lead a world-class, omni-channel support team.
Serve as an advocate for your team internally, working with product, sales, and customer success.
Ensure that every client receives superior service within agreed service level agreements (SLAs).
Provide hands-on support and assistance for client issues, and implement strategic action plans for continuous improvement.
Develop and implement customer service support programs.
Provide coaching and professional development to team members to enhance their knowledge and problem-solving abilities.
Work in a 24/7 operations environment, with additional duties as assigned.

📝 Enhancement Note: The successful candidate will possess excellent business intelligence and analytics skills, with the ability to communicate and transfer knowledge clearly and effectively in a non-technical manner. They will also be comfortable managing multiple projects and meeting deadlines in a fast-paced, team-oriented environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Communications, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 7+ years of experience managing a customer support omni-channel team.

Required Skills:

Proven experience in establishing robust self-help channels for customers to self-serve.
Excellent business intelligence and analytics skills.
Experience developing and implementing processes, SLAs, and metrics in a call center environment.
Extensive knowledge of computers systems and software, as well as a solid understanding of technology applications.
Excellent customer service and high-level problem-solving and interpersonal skills.
Ability to communicate and transfer knowledge clearly and effectively in a non-technical manner.
Comfortable managing multiple projects and meeting deadlines in a fast-paced, team-oriented environment.
Effective problem-solving skills.
Experience using Salesforce Service Cloud and JIRA.
Experience working with high-quality professionals in operations, product, engineering, design, and marketing.

Preferred Skills:

Experience in the enterprise software space.
Familiarity with customer experience management (CXM) or customer relationship management (CRM) platforms.
Knowledge of the software as a service (SaaS) industry.

📝 Enhancement Note: The ideal candidate will have experience working with high-quality professionals in operations, product, engineering, design, and marketing, and possess a strong sense of urgency and drive to serve clients in a rapidly growing enterprise software space.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your experience in managing customer support teams, with a focus on process improvement, SLA implementation, and customer experience enhancement.
Showcase your ability to lead and develop team members, with examples of coaching and mentoring initiatives.
Highlight your experience with Salesforce Service Cloud and JIRA, with specific examples of how you've used these tools to improve customer support processes.
Include any relevant analytics or business intelligence projects, demonstrating your ability to make data-driven decisions to improve customer experience.

Technical Documentation:

Provide detailed documentation of your approach to process improvement, SLA implementation, and customer experience enhancement.
Explain your methodology for coaching and mentoring team members, with specific examples of successful initiatives.
Describe your experience with Salesforce Service Cloud and JIRA, including any customizations or integrations you've implemented to improve customer support processes.
Include any relevant analytics or business intelligence projects, with a focus on data-driven decision-making to improve customer experience.

📝 Enhancement Note: While a portfolio of customer support projects is not required, providing examples of your work in this area can help demonstrate your qualifications and commitment to the role.

💵 Compensation & Benefits

Salary Range: $120,000 - $160,000 per year (based on experience and qualifications)

Benefits:

Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Flexible PTO.
Paid company holidays.
4 company-provided "Recharge Days" (wellness days off for the entire company).
Several active Employee Resource Groups (ERGs) to help foster inclusion and community.
Employee Assistance Program.
Access to a wide variety of unique perks and apps, including PerkSpot, Wellhub (Gym Pass), Carrot Fertility, Omada, Ladder, SoFi, Fetch Pet Insurance, Calm for Kaiser, Spring Health for Guardian, and XP Health for Guardian (virtual eye-wear platform).
401k.
Health, dental, and vision insurance.
Paid maternity leave.
Employer-paid short and long-term disability and life insurance.

📝 Enhancement Note: Reputation offers a competitive salary and benefits package, with a focus on work-life balance and employee well-being. The salary range provided is an estimate based on industry standards for similar roles and may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

Company Culture:

Industry: Software as a Service (SaaS), Customer Experience Management (CXM).
Company Size: Medium (250-999 employees).
Founded: 2013.
Team Structure:
- Reputation's customer support team is part of the larger Customer Success organization, which includes Customer Success Managers, Technical Support Specialists, and other support functions.
- The team works closely with other departments, including Product, Engineering, Design, and Marketing, to ensure that customer needs are met and that Reputation's products and services remain competitive and innovative.
Development Methodology:
- Reputation follows Agile development methodologies, with a focus on continuous improvement and customer-centric design.
- The company uses Salesforce Service Cloud for customer support ticketing and case management, and JIRA for project management and issue tracking.
- Reputation is committed to providing world-class customer service and continually invests in tools, processes, and training to improve customer experience.

📝 Enhancement Note: Reputation's customer support team plays a critical role in the company's success, serving as the primary point of contact for clients and ensuring that their needs are met. The ideal candidate will have experience working with high-quality professionals in various departments and possess a strong sense of urgency and drive to serve clients in a rapidly growing enterprise software space.

Company Website: reputation.com

📈 Career & Growth Analysis

Web Technology Career Level: Senior Manager, Customer Support (10+ years of experience)

Reporting Structure: The Manager, Tier 1 Technical Support reports directly to the Director of Customer Support.

Technical Impact: The Manager, Tier 1 Technical Support is responsible for leading a global team of front-line support specialists, ensuring that every client receives superior service within agreed service level agreements (SLAs). They work closely with other departments, including Product, Engineering, Design, and Marketing, to ensure that customer needs are met and that Reputation's products and services remain competitive and innovative.

Growth Opportunities:

Growth opportunity 1 - Team Leadership: As the team grows, there will be opportunities for the Manager, Tier 1 Technical Support to mentor and develop team members, with the potential to take on additional leadership responsibilities.
Growth opportunity 2 - Process Improvement: With experience and demonstrated success, the Manager, Tier 1 Technical Support may have the opportunity to develop and implement new processes and workflows to improve customer experience and drive operational efficiency.
Growth opportunity 3 - Strategic Decision-Making: As the Manager, Tier 1 Technical Support gains a deeper understanding of Reputation's products, services, and customers, they may have the opportunity to contribute to strategic decision-making and help shape the company's future.

📝 Enhancement Note: Reputation offers significant growth opportunities for talented and driven individuals, with a strong focus on employee development and career progression. The ideal candidate will possess a strong sense of urgency and drive to serve clients and contribute to the company's success.

🌐 Work Environment

Office Type: Hybrid (onsite and remote work arrangements)

Office Location(s): Scottsdale, AZ (with the option to work remotely)

Workspace Context:

Collaboration: Reputation's customer support team works closely with other departments, including Product, Engineering, Design, and Marketing, to ensure that customer needs are met and that Reputation's products and services remain competitive and innovative.
Work Tools: Reputation provides access to the necessary tools and resources for customer support specialists to perform their jobs effectively, including Salesforce Service Cloud, JIRA, and other relevant software applications.
Work Schedule: Reputation's customer support team operates on a 24/7 schedule, with on-call rotations and flexible scheduling to ensure that clients receive prompt and efficient support.

📝 Enhancement Note: Reputation's hybrid work environment offers the best of both worlds, with the opportunity to collaborate and learn from colleagues in the office and the flexibility to work remotely as needed. The ideal candidate will be comfortable working in a dynamic, fast-paced environment and possess strong communication and time management skills.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess cultural fit and basic qualifications (15-30 minutes).
Technical Assessment: A hands-on assessment of your customer support and leadership skills, including process improvement, SLA implementation, and customer experience enhancement (60-90 minutes).
Behavioral Interview: A structured interview focused on your problem-solving skills, leadership style, and cultural fit (60-90 minutes).
Final Interview: A meeting with the Director of Customer Support and other key stakeholders to discuss your qualifications, career aspirations, and fit for the role (60-90 minutes).

Portfolio Review Tips:

Highlight your experience in managing customer support teams, with a focus on process improvement, SLA implementation, and customer experience enhancement.
Showcase your ability to lead and develop team members, with examples of coaching and mentoring initiatives.
Demonstrate your experience with Salesforce Service Cloud and JIRA, with specific examples of how you've used these tools to improve customer support processes.
Include any relevant analytics or business intelligence projects, with a focus on data-driven decision-making to improve customer experience.

Technical Challenge Preparation:

Brush up on your customer support and leadership skills, with a focus on process improvement, SLA implementation, and customer experience enhancement.
Practice common customer support scenarios and develop your problem-solving skills.
Prepare for behavioral interview questions, focusing on your leadership style, decision-making process, and approach to customer support.

📝 Enhancement Note: Reputation's interview process is designed to assess your technical skills, leadership potential, and cultural fit. The ideal candidate will possess a strong sense of urgency and drive to serve clients and contribute to the company's success.

🛠 Technology Stack & Web Infrastructure

Customer Support Platforms:

Salesforce Service Cloud (Customer Relationship Management, Ticketing, and Case Management)
JIRA (Project Management and Issue Tracking)
Zendesk (Customer Support Ticketing and Case Management - used by some teams)

Collaboration Tools:

Slack (Team Communication and Collaboration)
Microsoft Office Suite (Word, Excel, PowerPoint, and other productivity applications)
Google Workspace (Gmail, Google Docs, Sheets, and Slides)

Analytics and Business Intelligence:

Tableau (Data Visualization and Business Intelligence)
Looker (Data Exploration, Analysis, and Business Intelligence)
Google Analytics (Web Analytics and Customer Behavior Tracking)

📝 Enhancement Note: Reputation's technology stack is designed to support the company's customer support and operations teams, with a focus on efficiency, collaboration, and data-driven decision-making. The ideal candidate will have experience with these tools and be comfortable learning new technologies as needed.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting the customer first in everything we do.
Empowerment: Encouraging team members to take ownership and drive results.
Collaboration: Working together to achieve common goals and support each other's success.
Continuous Learning: Fostering a culture of curiosity and growth.
Innovation: Embracing new ideas and approaches to improve customer experience.

Collaboration Style:

Cross-Functional Collaboration: Working closely with other departments, including Product, Engineering, Design, and Marketing, to ensure that customer needs are met and that Reputation's products and services remain competitive and innovative.
Code Review Culture: Encouraging peer-to-peer feedback and knowledge sharing to improve customer support processes and workflows.
Knowledge Sharing: Facilitating regular team meetings, training sessions, and workshops to share best practices and drive continuous improvement.

📝 Enhancement Note: Reputation's customer support team is committed to providing world-class customer service and continually invests in tools, processes, and training to improve customer experience. The ideal candidate will possess a strong sense of urgency and drive to serve clients and contribute to the company's success.

🌐 Challenges & Growth Opportunities

Technical Challenges:

Process Improvement: Identifying and implementing process improvements to enhance customer experience and drive operational efficiency.
SLA Compliance: Ensuring that customer support teams meet agreed service level agreements (SLAs) and continually monitoring performance to identify areas for improvement.
Customer Experience Enhancement: Developing and implementing strategic action plans to improve customer experience and drive customer satisfaction scores.
Team Leadership: Mentoring and developing team members to enhance their knowledge, skills, and problem-solving abilities.

Learning & Development Opportunities:

Career Growth: Reputation offers significant growth opportunities for talented and driven individuals, with a strong focus on employee development and career progression.
Training and Development: Reputation provides access to various training and development resources, including workshops, webinars, and online courses, to help employees enhance their skills and advance their careers.
Mentorship: Reputation's leadership team is committed to providing guidance and support to help employees reach their full potential.

📝 Enhancement Note: Reputation's customer support team faces a variety of technical challenges, from process improvement and SLA compliance to customer experience enhancement and team leadership. The ideal candidate will possess a strong sense of urgency and drive to serve clients and contribute to the company's success.

💡 Interview Preparation

Technical Questions:

Process Improvement: Describe a time when you identified and implemented a process improvement to enhance customer experience and drive operational efficiency. What was the outcome, and what did you learn from the experience?
SLA Compliance: How do you ensure that your customer support team meets agreed service level agreements (SLAs)? Can you provide an example of a time when you had to address a performance gap and implement corrective action?
Customer Experience Enhancement: Can you describe a strategic action plan that you developed and implemented to improve customer experience? What metrics did you use to measure success, and what was the outcome?
Team Leadership: How do you mentor and develop team members to enhance their knowledge, skills, and problem-solving abilities? Can you provide an example of a time when you helped a team member overcome a challenge or achieve a significant goal?

Company & Culture Questions:

Company Culture: How would you describe Reputation's company culture, and how does it support the success of the customer support team?
Customer Focus: Can you provide an example of a time when you went above and beyond to ensure a customer's satisfaction? How did you handle the situation, and what was the outcome?
Empowerment: How do you empower your team members to take ownership and drive results? Can you provide an example of a time when you delegated a significant task or project to a team member, and what was the outcome?

Portfolio Presentation Strategy:

Highlight your experience in managing customer support teams, with a focus on process improvement, SLA implementation, and customer experience enhancement.
Showcase your ability to lead and develop team members, with examples of coaching and mentoring initiatives.
Demonstrate your experience with Salesforce Service Cloud and JIRA, with specific examples of how you've used these tools to improve customer support processes.
Include any relevant analytics or business intelligence projects, with a focus on data-driven decision-making to improve customer experience.

📝 Enhancement Note: Reputation's interview process is designed to assess your technical skills, leadership potential, and cultural fit. The ideal candidate will possess a strong sense of urgency and drive to serve clients and contribute to the company's success.

📌 Application Steps

To apply for this Manager, Tier 1 Technical Support position at Reputation:

Customize Your Resume: Highlight your relevant experience in customer support management, process improvement, SLA implementation, and customer experience enhancement. Include any relevant experience with Salesforce Service Cloud and JIRA.
Tailor Your Cover Letter: Explain why you are interested in this role and how your skills and experience make you a strong fit for the position. Address the specific requirements and qualifications outlined in the job description.
Prepare for the Phone Screen: Brush up on your customer support and leadership skills, with a focus on process improvement, SLA implementation, and customer experience enhancement. Practice common customer support scenarios and develop your problem-solving skills.
Review the Company Website: Familiarize yourself with Reputation's products, services, and company culture. Prepare questions to ask during the interview process to demonstrate your interest and engagement.
Prepare for the Technical Assessment: Brush up on your experience with Salesforce Service Cloud and JIRA, and be prepared to discuss your approach to process improvement, SLA implementation, and customer experience enhancement.
Prepare for the Behavioral Interview: Practice common behavioral interview questions, focusing on your leadership style, decision-making process, and approach to customer support. Be prepared to provide specific examples of your experience and achievements in customer support management.
Prepare for the Final Interview: Research Reputation's competitors and industry trends, and be prepared to discuss your vision for the customer support team and how you would drive the company's success in the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Manager, Tier 1 Technical Support