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# Technical Support Manager

- **Company:** Flex Ltd
- **Location:** Provo, UT, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Software as a Service, Issue Tracking Systems, Operational Data Store, Data Analytics, Tools for Reporting, Zendesk
- **Published:** July 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=05170f5c2913e729

## About the Role

* 3+ years of leadership experience in Customer Support/Technical Support
 * Demonstrated success leading and developing high-performing customer support teams.
 * Ability to prioritize multiple initiatives in a fast-paced environment.
 * Experience using Zendesk ticketing system and reporting tools.

KNOWLEDGE AND SKILLS

 * Strong leadership, coaching, and employee development skills
 * Excellent interpersonal and conflict resolution abilities
 * Customer-first mindset with a commitment to service excellence
 * Strong analytical skills with the ability to interpret support metrics and make data-driven decisions
 * Excellent organizational and time management skills
 * Ability to build collaborative cross-functional partnerships
 * Strong written and verbal communication skills
 * Comfortable working in a fast-paced, changing environment
 * Proficiency with Windows and macOS operating systems
 * General understanding of networking, hardware, SaaS applications, and technical troubleshooting concepts

PHYSICAL ACTIVITIES

This position primarily requires sitting, working at a computer, and communicating with customers and

employees. Occasional standing, walking, and lifting up to 15 pounds may be required.

## Description

* Lead, coach, and develop the Customer Support team to deliver exceptional customer experiences and achieve departmental goals.
 * Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career development conversations.
 * Foster a culture of accountability, collaboration, continuous learning, and customer advocacy.
 * Oversee daily support operations, ensuring timely resolution of customer inquiries, escalations, and service requests.
 * Monitor team performance, quality, customer satisfaction, and operational metrics to identify trends and drive continuous improvement.
 * Serve as the primary escalation point for complex customer issues, partnering with internal teams to resolve customer-impacting problems.
 * Analyze support trends, recurring customer issues, and operational data to identify opportunities for process improvement and reduce future customer effort.
 * Maintain support documentation, workflows, and knowledge base content to ensure accurate and consistent support delivery.
 * Partner with Product, Engineering, Sales, Customer Success, and Implementation to communicate customer feedback, improve product quality, and support new releases.
 * Assist with hiring, onboarding, workforce planning, scheduling, and resource planning.
 * Provide direct customer support during high-volume periods or critical customer situations.
 * Perform other duties and special projects as assigned.


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