Technical Support Manager in Tone

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.

About us:

Loftware is the world’s largest cloud-based Enterprise Labeling and Artwork Management provider, offering an end-to-end labeling solution platform for companies of all sizes.

Maintaining a global presence with offices in US, UK, Germany, Slovenia, China, and Singapore, Loftware boasts over 35 years of expertise in solving labeling challenges.

We help companies improve accuracy, traceability and compliance while improving the quality, speed, and efficiency of their labeling.

We are looking for a Technical Support Manager to join our global Technical Support team.

This person can be located in EMEA or APAC.

Role Description:

Qualified candidates are experts in technical support with a demonstrated knack for building rapport with our customers, managing a high performing team, and ensuring direct reports provide highest levels of customer satisfaction.

You develop and maintain leading product expertise within your team, move fluidly between various tools and channels, and find the best solutions possible for our customers.

You enjoy speaking with customers, managing escalations, and take pride in customer-facing work.

You set the tone, energy and professionalism for your team through leading by example.

Position reports to: Director, Technical Support, Global

Position requires you to manage other employees: yes

Responsibilities:

• Lead a team of Technical Support Engineers who work with our customers to resolve customer issues.
• Consistently coach and provide actionable feedback to promote career development while maintaining support standards.
• Ensure individual and team goals are met.
• Assist with navigating resolutions to challenging incidents and customer escalations.
• Participate in the hiring and onboarding process to continue growing the support team.
• Serve as a thought leader, customer advocate and partner to your team and customers.
• Cultivate a culture of engagement, ongoing learning, and high performance.
• Collaborate with other departments to optimize systems, processes, and customer solutions.
• Train and coach the team to improve soft and hard skills.
• Excellent hiring skills - ability to source, hire, and build out your team.

Required Qualifications:

• 2+ years experience leading customer support teams in the tech or SaaS space.
• 5+ years of customer support leadership or technical support leadership.
• Experience hiring and training new employees. Successful track record hitting and maintaining ambitious metrics.
• Supports a culture that celebrates wins, encourages autonomy, ownership, and transparency.

Soft Skills:

• Strong leadership, problem-solving, and decision-making skills.
• Independent thinker with the ability to perform under pressure.
• Strong verbal, presentation, and written communication skills for both technical and non-technical audiences.

Why join us?

Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.

• This is an excellent opportunity to be part of a team helping to evolve our solutions for different cloud platforms as well as expand your skills in the cloud.
• Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
• We use the power of the global team.
• We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development