Technical Support Manager

About Flexspring
At Flexspring, we believe that our greatest market differentiator is how we treat and work with our customers. Our customer experience is what sets us apart. If you are passionate about delivering amazing customer experiences and share our belief that CX is a company’s main differentiator, this role is for you.

About Us

We are a HR integrations company, helping organizations connect their HR systems seamlessly specializing in iPaaS. These systems are business critical for our customers, and they count on us for reliability, innovation, and responsive support. We are looking for a Technical Support Manager with a customer-first mindset, who thrives on delivering a world-class customer experience, coaching a team and building scalable processes — while still staying close to the day-to-day work.

Role Overview

The Technical Support Manager will serve as both a coach and hands-on contributor. As the team’s leader, you will be responsible for driving and monitoring Customer Support delivery operations. You will guide the team and roll up your sleeves when needed to ensure customer issues are resolved quickly and effectively. At the same time, you’ll help establish the processes and systems that will allow our support function to scale and serve customers with high quality standards, consistently.

In this role, you will also act as the main owner of customer escalations, in which you will oversee resolution to the customer’s satisfaction, and work proactively and cross-functionally to ensure issues from recurring in the future.

This role is ideal for someone who thrives on balancing leadership with active problem-solving, and who understands both HR processes and the technical landscape of HR software integrations.

Key Responsibilities

• Customer First Mindset, focused on delivering a world-class customer experience
• Lead, mentor, and develop a customer support team, fostering a culture of accountability and customer focus.
• Handle escalated customer issues directly, ensuring clear communication and timely resolution.
• Collaborate closely with cross-functional teams to drive improvements and Customer Satisfaction
• Track and analyze support metrics to identify trends, gaps, and opportunities for improvement.
• Contribute to long-term company strategy and scalable process design while keeping near-term priorities moving.
  

Required Skills And Attributes

• 4+ years of customer support or client services experience, including 2+ years in a leadership or coaching role.
• Hands-on experience resolving customer issues and managing escalations.
• Understanding of HR business processes (e.g., payroll, benefits, ATS, HRIS).
• Ability to multi-task while staying organized and on target
• Proven problem-solving skills, with a focus on scalability.
• Comfort working in a growing, remote, fast-paced environment where you balance strategy with execution.
  

Nice to have

• Familiarity with SaaS, software integrations, or APIs
• Understanding of Salesforce Service Cloud 
• Familiarity with tools such as Postman, Swagger, Insomnia, Elastic / Kibana, Jira.
• Previous experience with Knowledge Management (KCS) and collaborative support (swarming) frameworks.
• French speaking

For more information about Flexspring, visit: https://www.flexspring.com/ 

Equal Employment Opportunity Statement

Flexspring is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexspring is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Flexspring are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Flexspring does not tolerate discrimination or harassment based on any of these characteristics. Flexspring encourages applicants of all ages.