SaaS Technical Support Manager

Remote

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Notarize
Notarize provides legal online notarizations available 24x7. Connect with licensed electronic notaries by live video call. Use any computer or smartphone.
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At Notarize, we’re pulling the future closer. As the first company to complete a legal online notarization, online mortgage closing, online will, online auto sales, and countless other critical transactions, we’re proud of our role in bringing industries into the digital age. 
Our business has grown exponentially (over 600%) in the past year, as companies in a wide variety of industries look to us to help their customers get crucial legal transactions processed remotely. We’ve been dealing with a number of challenging (but interesting!) scalability issues, as more and more global enterprise companies look to Notarize to help them speed up business processes and provide better customer service in a new, fully-remote world. We’re building the team that will operate a critical platform company in tomorrow’s economy. Come join us!
Notarize is proud to be a fully-distributed team. Employees can work from anywhere in the United States - all 50 states and D.C too.
As the Manager of our SaaS Technical Support team, you’ll be responsible for leading the team, acting as an escalation point,  and developing the procedures they’ll use to be successful.
Our SaaS Technical Support team are experts on the Notarize platform who diagnose, troubleshoot and identify solutions to promptly resolve issues so that our customers, signers and notaries all have a world-class experience using Notarize.
We’re looking for an experienced Technical Support leader who can both build processes and jump in to help troubleshoot an issue.

What you’ll do as the SaaS Technical Support Manager at Notarize:

  • Lead members of the Technical Support team including day to day management and professional development.
  • Develop processes, goals, and workflows so the Technical Support team can receive, investigate, and resolve tickets with speed and quality.
  • Mentor and assist team members investigating complex issues.
  • Act as escalation point for highly sensitive issues.
  • Work closely with leaders from around the company to manage escalation and feedback processes and drive business success.
  • Manage staffing and scheduling to ensure adequate coverage and appropriate workloads.
  • Train new team members on product features and technical support processes.
  • Maintain awareness of the eMortgage ecosystem.

What we’re looking for:

  • Minimum of 4-8 years management experience in SaaS Technical Support role
  • Excellent leadership and technical skills
  • Excellent analytical and problem solving skills
  • Excellent written and verbal communication skills 
  • Knowledge of and ability to leverage tools for ticketing, log file reading, SQL queries and more.
  • Demonstrated skill handling escalations from strategic clients
  • Ability to multi-task, prioritize, and manage time effectively
  • Patient and empathetic approach in helping others resolve tech issues 
  • Familiarity with Zendesk, or similar support platforms, is desired

Position logistics:

  • This position is full-time, salaried with benefits
  • This is a fully-remote/wfh role

Some of our benefits:

  • Competitive salaries & equity
  • Heavily subsidized medical, dental, and vision
  • 401k with 4% match
  • Unlimited PTO & flexible work schedules
  • Fully-distributed team: work from anywhere in the U.S.
  • Paid parental leave
  • Annual budget for personal learning & development
  • Small, cross-functional teams
  • Strong emphasis on collaboration & mentorship
  • Paid lunches (through Grubhub) + regular Lunch & Learn sessions 

Our core values:

  • Solve Problems That Matter: We serve some of the most important moments in people's lives. It's a responsibility we embrace by focusing obsessively on the issues that will have a quantifiable impact on our customers and our company growth. 
  • Yes Before No: We are optimistic about our ability to change lives by transforming outmoded processes. We believe our efforts can create a better future, and it is our attitude that will allow us to pull that future closer.  
  • Start With Why: We don't presume to understand the intentions of the people around us, whether coworkers or customers. We ask honest questions and listen to feedback in order to gain insight, build trust, and create memorable experiences. 
  • Stamp Together: We create a strong team and a welcoming workplace by valuing diverse perspectives. Every role in our organization is supported and valued equally, without regard to location or background.
Notarize is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you. 
Job region(s): Worldwide/Anywhere
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