Manage and lead the technical support team for TravelPerk's Spend product, ensuring high-quality customer service and efficient issue resolution.

About the Role

We are looking for a Technical Support Manager to lead our Spend product support team. In this role, you will oversee daily operations, ensure timely resolution of technical issues, and drive continuous improvement in customer satisfaction. You will work closely with engineering, product, and customer success teams to enhance our support processes and tools.

Key Responsibilities

• Manage and mentor a team of technical support specialists
• Develop and implement support strategies and SLAs
• Monitor ticket volumes, response times, and customer feedback
• Collaborate with engineering to escalate and resolve complex technical issues
• Create and maintain knowledge base articles and training materials
• Conduct regular team performance reviews and one-on-one coaching
• Drive initiatives to improve first-contact resolution and self-service options

• 5+ years of experience in technical support, with at least 2 years in a leadership role
• Strong understanding of SaaS platforms and cloud-based technologies
• Excellent problem-solving and analytical skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Experience with support tools such as Zendesk, Jira, or similar
• Fluent English and Spanish; Catalan is a plus
• Knowledge of travel technology or expense management is preferred

• Competitive salary and equity package
• Flexible remote work environment
• Generous vacation policy
• Travel credit to use on the platform
• Health and wellness benefits
• Continuous learning and development opportunities
• International team with regular team events