Manager Tier 2 Support

As Manager Tier 2 Support at GoodHabitz, you'll lead a team of talented Tier 2 Support Consultants and Specialists, helping to resolve complex technical issues and customer escalations while driving continuous improvement across our support operations.

You'll play a crucial role in shaping the strategic direction of the team, ensuring alignment with business goals, and fostering a culture of collaboration, accountability, and growth. Your leadership will be instrumental in delivering exceptional support experiences and improving team efficiency, while acting as a key partner for internal stakeholders such as Engineering, Product, and Sales.

What You'll Do:

• Lead, mentor, and coach the Tier 2 team to resolve high-impact technical issues and deliver excellent product support
• Manage escalations and complex customer cases, ensuring timely and high-quality resolutions
• Set the strategic roadmap for Tier 2 operations and identify opportunities to innovate workflows and tools
• Collaborate with cross-functional teams to ensure support alignment with product and business priorities
• Monitor support trends, optimize processes, and champion data-driven improvements
• Facilitate knowledge sharing and development opportunities within the team and across support tiers
• Act as the voice of the customer, advocating for improvements in product and service delivery
  
  
  

Requirements

What You Bring:

• 5+ years of experience in technical or customer support, with at least 2 years in a leadership role
• Strong technical troubleshooting skills, ideally in SaaS or edtech environments
• Proven success in managing escalations and collaborating with senior internal stakeholders
• Excellent communication, interpersonal, and stakeholder management skills
• Experience aligning team goals with business strategy and leading through change
• A collaborative leadership style that inspires, engages, and supports team development
• High emotional intelligence and the ability to stay calm and clear-headed under pressure
• A degree in IT Management, Business Administration, or a related field is preferred
  
  
  

Benefits

Here's a glimpse of what's waiting for you:  

• A competitive salary and benefits package
• 25 vacation days (with the option to buy 10 more)
• A learning culture with unlimited access to our GoodHabitz training library and MyAcademy
• Access to mental coaching via OpenUp
• A fully paid annual do-good day to support a cause you care about
• Travel and expense reimbursements, and a company laptop
• Pension and disability insurance for long-term financial security
• A fast-paced, tech-driven environment where innovation is embraced