Technical Support Manager | RecTech | Boston or Tampa (Remote)

Role: Technical Support Manager

Salary: $60,000-$90,000 base + Quarterly bonuses for meeting KPIs

Office: Fully Remote | WeWork access in Boston & Tampa

Unicorn are working with a fast-growing recruitment productivity platform - ranked as the fastest-growing IT & Software business in Europe by the Financial Times and named one of the Best Places to Work in the UK by the Sunday Times. Fully profitable, product-led, and scaling faster than any other company in their space.

The Opportunity

This is a newly created Customer Experience Manager role sitting at the centre of the client support function, with a focus on reactive technical support and driving platform adoption across their growing user base.

Reporting directly into the Global Experience Team Lead in the US, you'll own the end-to-end support cycle - collaborating cross-functionally with Product and Development to solve complex issues and continuously improve the customer experience.

What You'll Work On

Diagnosing and troubleshooting inbound customer issues, owning tickets end-to-end
Collaborating with Product and Development teams on complex technical issues
Communicating with clients across phone, video, email and chat in a timely and accurate manner
Collecting customer feedback and working with internal teams to prioritise product improvements
Creating and maintaining educational content including help articles and FAQs
Continuously expanding your product knowledge to better support customer success

About You

Customer Success or Technical Support experience in a SaaS environment
Based in Boston or Tampa
Experience working with CRM platforms
Excellent written and verbal communication skills - able to simplify complex ideas for different audiences
Strong problem-solving skills with the ability to manage multiple ongoing priorities
Comfortable working cross-functionally with distributed remote teams in a startup environment
Driven, proactive and eager to learn

Bonus points if you have:

Experience in Recruitment Technology
Familiarity with Intercom, Zendesk or similar ticketing platforms
Strong technical acumen and presentation skills

Compensation & Benefits

$60,000-$90,000 base + Quarterly bonuses for meeting KPIs
Fully Remote | WeWork access in Boston & Tampa
Private medical, dental & vision insurance
Extended mental health cover & Employee Assistance Programme
25 days PTO + federal holidays
MacBook + any tech or software needed
WeWork Global Access Pass
Company trips (previous destinations include Miami & New York)
Flexible working arrangements
Compassionate leave policy

Our client encourages applications from candidates whose experience doesn't perfectly align — you may be a great fit for this or future roles.

Unicorn (Formerly Wiser Elite)

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Technical Support Manager