Manager, Technical Support at Greenhouse

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Manager, Technical Support to join our team. In this role, you'll lead a team of frontline Technical Support Specialists dedicated to solving complex customer issues - not just managing tickets, but owning the customer experience end to end. Reporting to the Director of Technical Support, you'll bridge technical troubleshooting and high-level strategy, ensuring your team has the tools, training, and temperament to excel in a fast-paced environment. Who will love this job • A coach – you have a natural leadership style that brings out the best in others; your team trusts you to guide their growth, not just their output • A data detective – you dig into metrics to find the story behind the numbers and use what you find to make better decisions for your team and your customers • A calm in the storm – outages, volume spikes, and escalations don't rattle you; you lead with clarity when the pressure is highest • A champion – you advocate for your team's needs internally and for your customers' experience cross-functionally, even when it's not the easy path • A systems thinker – you spot patterns in support tickets and follow them upstream — pushing for root cause fixes rather than repeat workarounds What you’ll do • Manage a team of Technical Support Specialists, ensuring they have the tools, knowledge, and support to solve complex customer problems • Monitor individual and team metrics — CSAT, QA scores, tickets taken, and reopen rates — and translate data into meaningful coaching and process decisions • Coach team members on personal and professional development through dedicated 1:1s and regular performance conversations • Lead team meetings that connect day-to-day work to the bigger picture, keeping your team motivated and aligned on goals • Identify patterns in support tickets and advocate for product and process changes that address root causes, not just symptoms • Foster a team environment built on psychological safety, high standards, and genuine care — recognising strong performance and addressing burnout early • Partner with cross-functional teams —product, enablement, and beyond — to resolve complex customer issues and influence strategic workflows • Additional projects and responsibilities as business needs require You should have • 5+ years in Technical Support, with at least 2–4 years in a people management role • Proven experience in a customer-facing team in a mentorship capacity (Senior level or above) • Outstanding customer service skills – empathetic, responsive, and solutions-focused • Exceptional written and verbal communication skills • Experience using AI tools to improve support functions for your team and customers • Zendesk experience • A proven track record of staying calm under pressure during outages or high-volume periods • Experience in recruiting and hiring, a plus • Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren’t always in alignment with a given role — but those are qualities we value at Greenhouse. If you don’t meet 100% of the qualifications outlined above, we still strongly encourage you to apply Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company. The national pay range for this role is $79,000- $103,684 CAD Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role. Who we are At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. – Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to [Upgrade to PRO to see contact]. 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