Manager, Technical Support

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the eCommerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries.

We Are Seeking a Manager, Technical Support With At Least Five Years Of Experience Leading Dynamic Support Teams. The Ideal Candidate Will Have a Proven Track Record In Team Organizational Design, Capacity Training, Specifically To Meet Support KPI’s Such As

First Response Time (FRT): 30 minutesMean Time to Resolution (MTTR): Less than 24 hoursMissed Incoming Calls: 0Customer Satisfaction (CSAT): Over 4.6

Responsibilities

️ Leadership & Management: Lead and manage a technical support team, including hiring, training, coaching, and performance management. ️ Strategy Development: Create and implement support strategies, policies, and procedures to ensure efficiency and high-quality service. ️ AI & Automation: Drive adoption of AI tools, chatbots, and automation to improve resolution times, reduce ticket volume, and enhance self-service. ️ Metrics & Reporting: Monitor support metrics, prepare reports, and use data to improve team performance and customer satisfaction.

• Cross-functional Collaboration: Partner with product and customer success teams for effective communication and timely issue resolution.
• Escalation Support: Act as escalation point for complex issues, providing guidance to resolve them quickly.
• Team Development: Deliver training, conduct performance evaluations, and provide coaching to build skills and support professional growth.
• Culture & Environment: Foster a collaborative, accountable, and continuous-learning team culture.
• Industry Awareness: Stay updated on industry trends and technologies to keep the team ahead.

Requirements

• Education & Experience: Bachelor’s degree in computer science, or related field; 5+ years leading technical support teams, including 3+ years of people management.
• Minimum 3 years of relevant experience in an eCommerce SaaS company, demonstrating familiarity with SaaS metrics, platform constraints, and rapid iteration.
• Technical & Operational Expertise: Strong troubleshooting skills across software, hardware, and networks; proven success developing and executing support strategies, policies, and procedures.
• AI & Tools: Experience implementing AI tools, chatbots, or automation systems; proficiency with support platforms like Zendesk.
• Customer & Leadership Focus: Passion for delivering exceptional customer experiences, with the ability to lead, coach, and inspire teams in a fast-paced environment.
• Organization & Growth Mindset: Strong organizational skills, ability to multitask, and commitment to continuous learning and staying current with industry trends.
• Preferred: OEM/Aftermarket exposure; PMP or ITIL certification; experience in software/tech and B2B customer environments.

Are you not sure you meet 100% of the qualifications? You should still give it a shot! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas women and members of other underrepresented groups typically only apply when they meet every single requirement. At Revolution Parts, we are Revolutionaries. We build tools, products, and our people. We value diversity in backgrounds and thoughts, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow with us.

RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page.

RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.

Please Note: You will only receive correspondence through the Gem ATS or from a @revolutionparts.com email address. If you are receiving communication through any other platform or domain, it may be fraudulent, and we urge you to ignore the communication.