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SeniorFull-timeAWSAI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Senior Manager of Technical Support to join Axon, a company dedicated to protecting life through innovative safety and justice solutions. This role involves leading and scaling our Tier 1 Technical Support Team, driving performance, mentoring team leads, and implementing AI solutions.
Key Responsibilities
- →Lead technical support representatives and team leads, providing guidance, training, coaching, and professional development
- →Drive functional KPI performance in accordance with department and corporate targets
- →Ensure escalations reach effective resolution by coordinating with other departments
- →Analyze, manage, and implement performance metrics, scorecards, and reporting
- →Review top issues and trends to identify opportunities for improvement and training
- →Collaborate with training team and senior leadership on QA and Training strategy
- →Identify areas of improvement and lead process optimization initiatives
- →Analyze and understand customer needs based on survey feedback and call monitoring
- →Partner with internal groups to ensure a superb customer experience
- →Collaborate with product and development teams to relay customer feedback
- →Develop and implement strategies to elevate the customer experience
- →Recruit, train, and motivate a high-performing team
- →Provide regular feedback, performance evaluations, and support to team members
- →Manage team schedules, real-time adherence, and other WFM duties
Requirements
- ✓Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
- ✓Demonstrates an AI-first approach to solving business problems and an LLM super-user
- ✓Excellent verbal and written communication skills
- ✓Proficient with Windows operating systems, mobile devices, and cloud-based solutions
- ✓Strong comprehension of internet networking, routing, hardware, and software troubleshooting
- ✓Must pass a Criminal Justice Information Services (CJIS) background check
Benefits
- ★Competitive salary and 401k with employer match
- ★Paid time off
- ★Robust parental leave policy
- ★Medical, Dental, Vision plans
- ★Fitness Programs
- ★Emotional & Mental Wellness support
- ★Learning & Development programs
- ★Snacks in offices
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