customer support
Posted 3 days agoManager, Technical Support
at gongio
Dublin, IrelandHybrid
Responsibilities
- Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that thrives under pressure, focuses on continuous improvement, and delivers exceptional customer results globally.
- Mentor and Develop a Multi-Tiered Team: Directly manage, coach, and motivate both Technical Support Associates and Technical Support Engineers, tailoring your leadership style to foster growth from entry-level troubleshooting to complex technical engineering.
- Champion Technical Enablement & Training: Play a collaborative role in supporting our team's enablement programs.
- Drive Global Operational Excellence: Track, manage, and hold your internal team accountable to high performance against our global support organization's KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution) in a fast-moving environment.
- Global Support Awareness: Proven ability to manage and motivate a team in a fast-paced, high-volume environment supporting a diverse, global customer base across regions like Europe, Asia, and the US.
Requirements
- Gong harnesses the power of AI to transform how revenue teams win.
- The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams.
- Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort.
- As a Manager, Technical Support based in our Dublin hub, you will be at the forefront of the Gong leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support
- experience for our global customer base.
- In this role, you will manage a multi-tiered team consisting of both Technical Support Associates (TSAs) and Technical Support Engineers (TSEs) who are on the front lines, helping our customers across Europe, Asia, and the US maximize the value of the Gong Revenue AI Platform.
- experience managing a Technical Support, Customer Success, or similar customer-facing team within a fast-paced B2B SaaS environment
- experience managing and resolving critical, time-sensitive customer escalations on a day-to-day basis while maintaining composure and professionalism.
- Data-Driven Performance Accountability: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose performance gaps and hold individual contributors accountable to global organization standards.
- Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts and provide candid, constructive feedback.
- Experience with Gong’s platform and products.
- Technical familiarity with common Gong integrations (e.g., CRM systems like Salesforce, telephony platforms like Zoom/Dialpad, or APIs).
Experience
- Process Optimization: Champion process improvements and tool best practices to increase team productivity and enhance the overall customer support experience. REQUIRED QUALIFICATIONS 3+ years of
Benefits
- Tooling: Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.). BONUS QUALIFICATIONS •
- We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out.
Contact
- For more information, visit www.gong.io.
- All Gong recruiting email communications will always come from the @gong.io domain.
Additional details
- At Gong, you will join a company built on innovative products, ambitious goals, and passionate people.
- We are shaping the future of revenue intelligence and we want people who are excited to build what comes next.
- You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other.
- Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact.
- If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.
- You will empower your team to be proactive, innovative, and strategic problem-solvers in a fast-paced, high-volume environment.
- This role is about more than just managing queues; it's about building a scalable function that delights customers long-term, supporting our external vendor operations, and achieving operational excellence across diverse tiers of technical support. THE ROLE
- This role is perfect for a proven leader who thrives in a fast-paced, hyper-growth SaaS environment and is passionate about team development, hands-on crisis management, and operational excellence.
- You will be comfortable navigating ambiguity and managing day-to-day customer escalations in real time.
- Additionally, you will support our external vendor operations on an as-needed basis to ensure seamless day-to-day workflow alignment and consistent service delivery.