Senior Manager, Customer and Technical Support

The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of Certn’s Global Support operations. Reporting to the Director of Support, the Senior Manager will play a key role in setting strategy and influencing cross-departmental priorities. This role involves ensuring that support-led insights inform product development, operational planning, and overall customer success. Key responsibilities include driving team engagement, setting team objectives, and collaborating with various company departments to align support strategies. The Senior Manager will lead the team in resolving client and applicant issues, making decisions on resource allocation, and improving self-serve resources. Involvement in identifying support volume drivers, improving internal tooling, and supporting high-level client escalations is also required.