Technical Support Manager

At AutoDS, recently acquired by Fiverr, we're revolutionizing the eCommerce world by providing innovative tools that empower online sellers globally. As a fast-growing company, we’re looking for talented individuals who are passionate about technology, eCommerce, and making a real impact. If you're ready to join a dynamic team and thrive in a collaborative, fast-paced environment, we’d love to hear from you!

Position Overview
AutoDS is looking for an experienced Technical Support Manager to lead our Technical Support Team within the Customer Experience department.

In this role, you will oversee the technical support operation, drive technical excellence, mentor Team Leads and agents, and ensure world-class service delivery. Your leadership will be crucial in maintaining high customer satisfaction, improving resolution times, and scaling technical support processes to meet our business growth.

Key Responsibilities

• Lead, mentor, and develop the Technical Support team, including Team Leads and agents across multiple time zones.
• Monitor and drive team performance to meet and exceed SLAs, KPIs, and customer satisfaction targets.
• Implement and manage a tiered support structure to ensure efficient handling of customer issues based on complexity.
• Analyze support data to identify trends, root causes, and areas for improvement; build actionable plans based on insights.
• Coach Team Leads in technical expertise, operational best practices, and performance management.
• Act as the voice of the customer internally; escalate recurring technical issues to Product, R&D, and QA teams with actionable insights.
• Champion operational excellence through process improvements, internal documentation, knowledge base enhancement, and new tooling initiatives.
• Own technical escalations end-to-end, ensuring swift resolution and professional communication.
• Collaborate with internal teams to plan resources around product releases, peak periods, and growth initiatives.
• Support the integration of AI tools and workflow automation to enhance efficiency and elevate customer experience.

Qualifications

• Experience: 3+ years managing a technical support team, preferably in a SaaS or tech-driven company. Strong B2C support operations experience is a must.
• Leadership: Proven ability to develop high-performing teams, coach Team Leads, and cultivate a culture of accountability and continuous learning.
• Growth Mindset: Enthusiastic about innovation, professional development, and operational scaling.
• Operational Excellence: Strong attention to detail; brings structure, rigor, and process improvement to a dynamic environment.
• Customer-Centricity: Deep empathy for users and creativity in solving their problems to drive satisfaction and retention.
• Tools Proficiency: Hands-on experience with support platforms like HubSpot, Zendesk, Intercom; skilled at using data tools to make informed decisions.
• Communication: Excellent verbal and written communication skills in English.
• Tier Management: Demonstrated experience in implementing and managing a tiered support model is mandatory.
• Data-Driven: Strong analytical skills; able to use data to inform decisions, optimize workflows, and report performance trends effectively.

Nice to Haves

• Familiarity with scaling support operations for both B2B and B2C audiences.

Why Join AutoDS?

• Be part of a global, innovative team redefining eCommerce automation.
• Work in a fast-paced, collaborative environment where your ideas and impact matter.
• Play a key role in shaping the future of our Customer Experience strategy.

Ready to take your career to the next level with AutoDS? Join us and be part of a global team that’s driving the future of eCommerce innovation. Apply today and help us create cutting-edge solutions for online sellers worldwide!