Posted a day ago
Manager, Technical Support
BrazeJakarta
Perks & benefits
Medical InsurancePaid Leave
Requirements
2-4 years management experience, SaaS B2B experience, Technical support leadership, Case management tools proficiency, KPI management
Skills
SaaSSalesforceZendesk
About the role
Responsibilities
- Lead a local team of support agents to foster strong post-sale technical relationships
- Ensure team meets KPIs and manage OKRs
- Conduct regular one-on-one meetings, provide feedback, and map career development plans
- Manage hiring, onboarding, and performance documentation
- Mentor and coach team members to instill a growth mindset
- Serve as an escalation point for complex customer issues
- Maintain team standards and process documentation
Requirements
- 2-4 years of management experience in a technical support organization
- Experience in a SaaS B2B environment
- Proven track record in leadership and talent development
- Expertise in addressing complex technical support challenges
- Proficiency with case management tools like Salesforce or Zendesk
- Understanding of support KPIs such as CSAT, CES, and time to resolution
- Experience working in decentralized, global organizations
Preferred Qualifications
- Knowledge of HTML, CSS, JavaScript, APIs, or SQL
- Experience with Postman, Snowflake, or Kibana
About the Company
Braze is the leading customer engagement platform that empowers brands to deliver great customer experiences through composable intelligence and AI-powered decisioning.
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Braze · Jakarta
