Technical Support Manager

WHO WE ARE:

Xactus (pronounced ‘Zac-tus’) is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. Xactus works closely with our clients to digitally integrate a 360° approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy – while also closing more loans more quickly with greater profitability.

Xactus is proud to provide a friendly work environment that is primarily remote (unless specifically a hybrid or on-site role). Our remote workforce provides many opportunities for you to enhance your skills while maintaining a healthy work/life balance.

Our top-notch financial leadership team prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

WHO YOU ARE:

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

THE BENEFITS WE OFFER:

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: “The people I work with treat each other with respect,” “I feel accepted by my coworkers,” and “The person I report to cares about me as a person.”

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more.

SUMMARY:

Xactus is seeking a Technical Support Manger to oversee the Technical Support department, ensuring the smooth operation of the support team and client satisfaction. The incumbent is responsible for managing, training and mentoring the support Team Leads and Representatives, monitoring the quality of support provided, and identifying areas of improvement to ensure the department's knowledge of the platform and services in order to provide our customers with accurate and efficient support.

This is a full-time, remote/work-from-home opportunity with a starting base salary of $70,000 - $90,000 annually; salary is commensurate with experience. The normal operating hours for this position are Monday - Friday, 8:30am - 5:00pm ET.

Work equipment is provided!

ESSENTIAL FUNCTIONS:

The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership and Development

Effectively lead and manage the technical support team, ensuring high levels of engagement and productivity.
Mentor, coach, and develop team members to improve their technical skills and customer service capabilities.
Conduct regular performance reviews, providing constructive feedback and identifying areas for growth.
Ensure proper staffing levels to maintain service standards, including scheduling, workload distribution, and team structure optimization.
Extended knowledge to assist the Tier 2 team to handle and resolve escalated support cases involving complex technical issues with mortgage software and processes.
Assist and guide Tier 2 teams with top 50 clients on solutions to technical issues in production and UAT.
Collaborate with API team to understand integrations available and LOS connections for level one support.
Evaluation escalated cases for bug triage and work with appropriate parties to determine true state of potential bug.

Customer Satisfaction

Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of technical issues.
Monitor customer feedback and key satisfaction metrics (e.g., CSAT, NPS) and implement strategies for improvement.
Act as an escalation point for critical or complex customer issues, ensuring resolution meets or exceeds customer expectations.
Develop and enforce service-level agreements (SLAs) and response times, ensuring customer requests are handled within agreed timelines.

Operational Efficiency

Implement and maintain best practices for technical support processes, workflows, and tools to improve efficiency and service quality.
Regularly analyze performance metrics, including ticket resolution time, first contact resolution (FCR), and backlog, to identify areas for operational improvements.
Collaborate with cross-functional teams (e.g., engineering, product management) to ensure effective communication and swift resolution of recurring technical issues.
Lead initiatives to reduce incoming support requests through proactive solutions (e.g., knowledge base updates, self-service tools).

Technical Expertise

Stay up to date with the latest technology trends, software releases, and product updates to ensure the team is equipped to handle any technical challenges.
Provide hands-on support when necessary for more complex or high-priority technical issues.
Ensure the team has the necessary technical knowledge and training to support evolving products or services.

Continuous Improvement

Drive continuous improvement initiatives across the support function, identifying opportunities to enhance processes, reduce support costs, and improve service quality.
Utilize customer feedback, support analytics, and industry trends to implement changes that drive higher efficiency and customer satisfaction.
Lead projects aimed at automating repetitive tasks and reducing manual effort, allowing the team to focus on more complex issues.

Reporting and Analytics

Track, analyze, and report on key performance metrics such as resolution times, escalation rates, ticket volume, and team productivity.
Provide regular reports to senior leadership, offering insights and recommendations for improving the overall technical support function.
Implement systems to continuously monitor team performance and customer feedback, adjusting strategies as needed to achieve performance goals.

Collaboration and Communication

Serve as a key liaison between the support team and other departments (e.g., engineering, IT, customer success) to ensure technical issues are addressed quickly and efficiently.
Foster an environment of open communication within the team, ensuring that issues, challenges, and successes are shared in a constructive manner.
Ensure clear, concise, and effective communication with customers and stakeholders regarding technical issues, solutions, and updates.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree in a related field or equivalent experience.
Five years’ experience in the field or a related area.

SKILLS AND COMPETENTCIES:

Strong written and verbal communication skills.
In depth experience with JIRA or similar ticketing systems.
Excellent problem-solving, organizational, and analytical skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Knowledge of current Windows Operating systems and basic computer skills.
Ability to understand and apply basic math skills.
Familiar with a variety of the field’s concepts, practices, and procedures; relies on extensive experience and judgment to plan and accomplish goals.

WORKING CONDITIONS:

Traditional office environment with low-to-moderate office noise (computers, phones and business conversations). The position may be remote from main offices.
May require flexibility in hours.

PHYSICAL DEMANDS:

Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact your supervisor with questions regarding the physical demands of this position.

Lifting/carrying up to 10 lbs.
Manual dexterity for computer work.
Speaking, hearing and vision are required to perform essential functions.

ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH XACTUS:

If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.

If hired to work at Xactus, employment is contingent upon successful completion of required background checks and pre-employment drug screening.

No agency submissions, please. We do not accept unsolicited resumes from third-party recruiters.

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SUMMARY:

ESSENTIAL FUNCTIONS:

The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership and Development

Effectively lead and manage the technical support team, ensuring high levels of engagement and productivity.

Mentor, coach, and develop team members to improve their technical skills and customer service capabilities.

Conduct regular performance reviews, providing constructive feedback and identifying areas for growth.

Ensure proper staffing levels to maintain service standards, including scheduling, workload distribution, and team structure optimization.

Extended knowledge to assist the Tier 2 team to handle and resolve escalated support cases involving complex technical issues with mortgage software and processes.

Assist and guide Tier 2 teams with top 50 clients on solutions to technical issues in production and UAT.

Collaborate with API team to understand integrations available and LOS connections for level one support.

Evaluation escalated cases for bug triage and work with appropriate parties to determine true state of potential bug.

Customer Satisfaction

Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of technical issues.

Monitor customer feedback and key satisfaction metrics (e.g., CSAT, NPS) and implement strategies for improvement.

Act as an escalation point for critical or complex customer issues, ensuring resolution meets or exceeds customer expectations.

Develop and enforce service-level agreements (SLAs) and response times, ensuring customer requests are handled within agreed timelines.

Operational Efficiency

Implement and maintain best practices for technical support processes, workflows, and tools to improve efficiency and service quality.

Regularly analyze performance metrics, including ticket resolution time, first contact resolution (FCR), and backlog, to identify areas for operational improvements.

Collaborate with cross-functional teams (e.g., engineering, product management) to ensure effective communication and swift resolution of recurring technical issues.

Lead initiatives to reduce incoming support requests through proactive solutions (e.g., knowledge base updates, self-service tools).

Technical Expertise

Stay up to date with the latest technology trends, software releases, and product updates to ensure the team is equipped to handle any technical challenges.

Provide hands-on support when necessary for more complex or high-priority technical issues.

Ensure the team has the necessary technical knowledge and training to support evolving products or services.

Continuous Improvement

Drive continuous improvement initiatives across the support function, identifying opportunities to enhance processes, reduce support costs, and improve service quality.

Utilize customer feedback, support analytics, and industry trends to implement changes that drive higher efficiency and customer satisfaction.

Lead projects aimed at automating repetitive tasks and reducing manual effort, allowing the team to focus on more complex issues.

Reporting and Analytics

Track, analyze, and report on key performance metrics such as resolution times, escalation rates, ticket volume, and team productivity.

Provide regular reports to senior leadership, offering insights and recommendations for improving the overall technical support function.

Implement systems to continuously monitor team performance and customer feedback, adjusting strategies as needed to achieve performance goals.

Collaboration and Communication

Serve as a key liaison between the support team and other departments (e.g., engineering, IT, customer success) to ensure technical issues are addressed quickly and efficiently.

Foster an environment of open communication within the team, ensuring that issues, challenges, and successes are shared in a constructive manner.

Ensure clear, concise, and effective communication with customers and stakeholders regarding technical issues, solutions, and updates.

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree in a related field or equivalent experience.

Five years’ experience in the field or a related area.

SKILLS AND COMPETENTCIES:

Strong written and verbal communication skills.

In depth experience with JIRA or similar ticketing systems.

Excellent problem-solving, organizational, and analytical skills.

Ability to work in a fast-paced environment and manage multiple priorities.

Knowledge of current Windows Operating systems and basic computer skills.

Ability to understand and apply basic math skills.

Familiar with a variety of the field’s concepts, practices, and procedures; relies on extensive experience and judgment to plan and accomplish goals.

WORKING CONDITIONS:

May require flexibility in hours.

PHYSICAL DEMANDS:

Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact your supervisor with questions regarding the physical demands of this position.

Lifting/carrying up to 10 lbs.

Manual dexterity for computer work.

Speaking, hearing and vision are required to perform essential functions.

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