Support Manager

In this role, you will manage a team of technical support specialists, ensuring timely and effective resolution of customer issues for our partners (NYS Regional Information (RICs), BOCES and direct districts for SchoolTool) while maintaining high satisfaction levels. You will oversee the development of processes, analyze support metrics, and implement strategies to improve efficiency and performance. Collaboration with cross-functional teams, such as product development and service delivery, will be key to delivering exceptional service. The ideal candidate combines technical support expertise, leadership skills, and a passion for customer-focused problem-solving. 

Essential Functions: 

• Manages technical support processes, implements strategies, and ensures the adoptability and repeatability of practices to assist our external partners. 

• Serves as the primary escalation point for technical support tickets that require escalation to engineering for investigation, or to Product as a bug. Ensures timely completion of all investigations. 

• Manages critical incidents by leading the team during high-priority situations, ensuring swift resolution through coordinated responses and clear, proactive communication with all stakeholders. 

• Manages the SchoolTool Support quarterly OKRs and initiatives from development to execution. Delegates ownership, responsibilities and maintains accountability for the team to ensure OKRs are met, and internal systems are updated to reflect. 

• Manages and conducts regular reviews of ticket queues to ensure they are balanced and aligned to skill sets and capacity across team members. Reviews ticket quality with customers to verify it meets SchoolTool standards. 

• Defines, tracks, and reports upon support metrics and SLAs. Uses data to provide feedback to the support team and leadership on performance, and to inform decisions on how to improve process and systems. 

• Collaborates efficiently and builds strong relationships with internal team leaders and external partners to implement effective processes that benefit all parties involved and contribute to a more efficient work environment. 

• Attends customer meetings on an as needed basis.  May be called upon to present at conferences and user groups. 
  

Team Leadership: 

• Provides consistent coaching and effective feedback to team members while fostering collaboration within the Support team offering guidance and encouragement to help them succeed. 

• Mentors all team members to advance their technical or product knowledge. 

• Conducts annual reviews and regular 1:1s to ensure team members meet expectations. 

• Advocates for appropriate resources needed to provide consistent and reliable support. Owns the interview and selection processes. 

Requirements

Education & Experience: 

• BA or BS Degree preferred, or a combination of education and relevant work experience (preferably in a K-12 educational setting) 

• 5-7+ years of experience managing a technical customer support team, ideally in a SaaS or software product environment, preferably educational software (K-12) 

• Experience working with support ticketing systems (e.g., Zendesk, Jira, or similar) 
  

Skills & Competencies: 

• Strong understanding of customer support metrics, SLA management, and reporting with expertise in analyzing data to generate actionable insights and KPIs. 

• Technical proficiency and the ability to understand and troubleshoot complex software products, APIs, and integrations. 

• Ability to handle high-pressure situations and prioritize tasks effectively in a fast-paced environment. 

• Demonstrated success in driving continuous improvement initiatives and fostering a culture of learning and development. 

• A natural curiosity and willingness to learn. 

• Strong initiative and follow-through skills. 

• Strong focus on exceptional customer service. 

• Stellar communication skills: ability to communicate at all levels within an organization. 

• Highly organized and accurate. 

Benefits

• Medical Insurance (with a free option!)
• Dental Insurance
• Vision Insurance
• Company Paid Life and AD&D Insurance
• Optional Additional Life Insurance
• Company Paid Short-Term Disability Insurance
• Company Paid Long-Term Disability Insurance
• Medical and Dependent Care Flexible Savings Accounts (FSA)
• Health Savings Accounts with Company Contributions
• Optional Hospital Indemnity, Accident and Critical Illness Insurance as well as Legal Assistance

Our Perks:

• Flexible Time Off
• Eight Paid Holidays
• Pre-tax and Roth 401(k) Options with Company Match
• Investment in Professional Development including a license to Udemy training courses and leadership training
• Employee Assistance Program
• Adoption Assistance
• Pet Insurance Discounts
• Tickets to local sporting events
• Team building events
• Holiday and celebration parties

The band range for this role takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, skill sets, education, experience, training, certifications, internal equity, and other business and organizational needs. It is not typical for an individual to be hired at, or near, the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The range for this role is $70,000 - $120,000.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor, or take over, sponsorship of an employment Visa at this time.

Physical Conditions/Requirements

• Prolonged periods sitting at a desk and working on a computer
• No heavy lifting is expected. Exertion of up to 10 lbs.