The Reputation platform turns reviews, listings, and surveys into actionable intelligence—so every location gets clear, prioritized actions. Built for the AI era. Backed by Bessemer.
About the role
As Sr. Manager, Technical Support, you will lead global technical support operations, ensuring teams deliver efficient, high-quality experiences that resolve customer issues and build long-term trust. You will lead Support managers and teams, drive performance against key metrics, and establish scalable processes, tools, and operating practices.
What they're looking for
- Lead global support managers and teams, establishing priorities, performance expectations, and operating practices that drive consistent service across regions and support tiers
- Own key Support KPIs including total time to resolution (TTR), customer effort score (CES), average first response time (AFRT), QA, escalations, productivity, etc. Use data to identify trends and drive measurable improvements
- Evaluate workflows, tools, staffing, and team capabilities to improve efficiency, scalability, quality, and the customer experience
- Establish effective case and escalation practices while ensuring Support data provides meaningful insights to Product, Engineering, and other stakeholders
- Champion and implement practical uses of AI and automation to streamline workflows, improve knowledge management, support case resolution, and increase team productivity while maintaining appropriate quality and human oversight
- Coach and develop support managers and team members, building accountability, engagement, and career growth across the organization
More about this role
Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.
As Sr. Manager, Technical Support, you will lead global technical support operations, ensuring teams deliver efficient, high-quality experiences that resolve customer issues and build long-term trust. You will lead Support managers and teams, drive...
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