Aquatic Technical Support Manager

Job Title: Aquatic Technical Support Manager

Department: Support

Reports To: Product Director

Supervises: Customer Support Specialists and Technicians

Job Classification: Full-Time / Salary, Exempt

Compensation Range: $80k - $100k, depending on location, experience, knowledge, skills, and abilities

Position is open to everyone residing within the United States.

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

The Aquatic Technical Support Manager leads the technical support team, overseeing the case management system, workflows, and escalation process. This role builds and refines the tools, techniques, and procedures the team uses to deliver fast, accurate support to internal and external customers alike. The Manager also partners with Product, Sales, and other internal teams, ensuring customer feedback informs product direction and strengthens client and partner relationships.

Key Responsibilities Include:

• Manage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities.
• Assess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps.
• Establish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback.
• Maintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video that explain key software features.
• Make sound, timely decisions — often with limited information — grounded in a solid understanding of the issue and company best practices.
• Partner with Product Management and Engineering to implement tools and features that enable world-class support, and collaborate cross-functionally with other departments as needed.
• Launch the customer support survey, analyze results to identify opportunities to improve the customer experience, and present findings to leadership.
• Cultivate a team culture that fosters independent problem-solving with a client-first mindset.
• Recruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service.
• Maintain best practices across the entire technical support process.
• Guide the implementation, continuous improvement, and documentation of new and existing policies, procedures, and processes for Support systems.