Senior Manager, Technical Support
As the Senior Manager of Technical Support at Axon, you will lead and scale a high-performing Tier 1 Technical Support Team. This role involves driving team performance, mentoring team leads, and implementing AI solutions to enhance the customer experience. Axon is dedicated to protecting life by providing public safety agencies with advanced devices and services to serve and protect communities effectively.
Key responsibilities include leading technical support representatives and team leads, providing guidance, training, and professional development. You will drive functional KPI performance, ensure effective resolution of escalations by coordinating with other departments, and analyze performance metrics to assess team and individual performance. Additionally, you will review top issues and trends to identify opportunities for improvement and training, collaborate on quality assurance and training strategies, and lead process optimization initiatives to enhance efficiency and customer satisfaction.
The ideal candidate will have 5-7 years of leadership experience in an inbound technical support environment, thorough knowledge of contact center technology, and a bachelor's degree in a technical field or equivalent work experience. Experience in an IoT, big tech, or telematics company is highly preferred. Strong written and verbal communication skills, an AI-first approach to solving business problems, and proficiency with Windows operating systems, mobile devices, and cloud-based solutions are essential. A Criminal Justice Information Services (CJIS) background check is required.
Axon offers a competitive salary and 401k with employer match, paid time off, robust parental leave policy, medical, dental, and vision plans, fitness programs, emotional and mental wellness support, learning and development programs, and office snacks. Benefits may vary depending on the nature of employment and location.
Joining Axon means becoming part of a mission-driven company committed to making the world a safer place. The company fosters a fast-paced, challenging, and meaningful work environment where employees can take ownership and drive real change. Axon values diverse perspectives and encourages growth and development, making it an ideal place for those passionate about protecting life and advancing public safety technology.