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Summary
Evolv Technology seeks a Technical Support Manager to lead their Level 1 Technical Support team, overseeing operations for advanced weapon detection systems while fostering a customer-first culture and driving operational excellence.
Key Responsibilities: Oversee frontline support operations, coach and develop team members, manage key stakeholder relationships, and implement continuous improvement plans to reduce escalation times and enhance first-time resolution rates. Address escalated customer issues, collaborate with sales and engineering teams, and shape scalable support strategies aligned with business goals.
Skills & Tools: Proven leadership, team development, customer relationship management, strategic thinking, problem-solving, collaboration, and the ability to foster a high-performance culture with emphasis on efficiency and customer focus.
Qualifications: Experience in technical support management or similar leadership role with a strong background in customer service and team development. Familiarity with support metrics, KPIs, and service delivery processes is preferred.
Location: Waltham, Massachusetts, United States; Hybrid (remote three days per week)
Compensation: $92,000 – $148,000/year
Job Description
The full job description is available on Evolv Technology's website.
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