Manager

Job description

Who we are: the employer empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the the employer platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. the employer serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gothe employer.com to learn more. About the Role We are looking for an experienced Manager of Technical Account Manager team, leading a Tier 2 Technical Support organization within our Global Support team. In this role, you will own overall team performance, staffing, scheduling, and escalation management across one or more customer segments (e.g., SMB, MMC, ENT/STRAT). You will lead and develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and escalation quality, and act as a key partner to Product, Engineering, Sales, and Customer Success. This role is both operational and strategic, ideal for someone who enjoys being close to the work while also driving org-level improvements in processes, tooling, and customer experience, and delivering progressive impact across cross-functional teams. What You’ll Do • Own performance, staffing, and scheduling for your pods ensuring coverage, readiness, and consistent delivery against agreed SLAs and KPIs. • Provide day-to-day leadership and coaching: regular 1:1s, performance reviews, development plans, and ongoing feedback to build a high-performing, accountable team. • Set and cascade quarter…