Senior Manager, Customer Technical Support

At iTrade

Network, we provide advanced supply chain software and insights tailored to the food & beverage industry. Our mission is clear and ambitious:
To feed the world. From the start, we’ve been dedicated to tackling the most pressing challenges within food and beverage supply chains, delivering innovative solutions and expert support that make a measurable impact.

Our cutting-edge technology helps businesses streamline complex procurement and fulfillment processes, minimize food waste, optimize inventory, manage compliance risk, and scale profitably. We’re proud to serve an elite customer base, including 13 of the top 25 North American grocers, 8 of the top 10 food service distributors, and 8 of the top 10 global food and beverage manufacturers.

We are seeking a highly skilled, resilient, and operationally strong Senior Manager of Customer Technical Support to lead our 3-tier, 11-person technical support organization. This role oversees all aspects of post-implementation customer support,including frontline support, technical troubleshooting, escalations, crisis management, customer communication, and continuous improvement of tools and processes (Salesforce, 8x8, Send Grid and related systems).

The Senior Manager will drive operational excellence, reduce ticket volume through cross-functional collaboration, ensure customer satisfaction, and empower a growing team with the training, structure, and leadership they need to succeed. This role requires exceptional communication skills, the ability to thrive under constant pressure, and strong leadership in a fast-paced environment with frequent escalations and competing priorities.

• Lead and manage an 11-person, 3-tier support organization including training.
• Set team goals, expectations, KPIs, and SLAs; ensure consistent execution across all levels.
• Provide ongoing coaching, mentoring, and performance management for all team members.
• Conduct regular 1:1s, support reviews, and oversee career progression pathways.
• Handle performance challenges, conflict resolution, and coaching with professionalism.

Customer Support Operations & SLA Management

• Ensure 24/7 customer coverage through tiered on-call rotations, including managing Code Red response documentation and weekly assignment of the Code Red rep.
• Oversee SLA adherence across all tiers; continuously track, analyze, and improve SLA performance.
• Monitor daily workload and case volume to ensure equitable distribution and accuracy.
• Oversee customer communication practices and approve customer-facing outage or major incident messaging.
• Ensure timely responses to escalations, complaints, and high-severity cases.
• Salesforce (Primary Support Platform)
• Partner with Salesforce contractors to optimize workflows, automation, case routing, dashboards, metrics, and reporting.
• Oversee end-to-end Salesforce administrative improvements for efficiency, accuracy, and better customer outcomes.
• Own Salesforce dashboarding, metrics, SLA reporting, case visibility, and quality auditing.
• Drive improvements to the customer portal, ticket fields, required inputs, assignment rules, and end-user experience.
• Ensure Knowledge Base content is expanded, reviewed, and updated regularly by the team.
• 8x8 Contact Center
• Monitor daily phone activity to ensure calls are answered promptly.
• Manage and update the 8x8 weekly staffing schedule for Tier 1 and Code Red shifts.
• Oversee call quality, responsiveness, and metrics.
• Partner with Development teams on escalated issues; ensure timely follow-ups and reduce resolution delays.
• Collaborate weekly with Engineering to review high-priority open issues.
• Drive cross-team accountability for escalations and aging tickets.

Process Improvement & Operational Excellence

• Continuously refine support processes to reduce ticket volume and streamline customer experience.
• Identify opportunities for automation,internally and in coordination with Product/Development.
• Partner with Engineering and Product to improve error messages, workflows, and customer self-service tools.
• Lead initiatives to enhance cross-department collaboration (Sales, Integration, Onboarding, Product, Engineering).
• Ensure the team documents new issues, fixes, workflows, and best practices in the Salesforce Knowledge Base.
• Drive post-implementation improvement initiatives and customer-journey alignment efforts.
• Act as the highest-level escalation point for customer complaints, executive escalations, and repeated issues.
• Serve as a key stakeholder during outage communication, root cause analysis, and cross-team coordination.
• Ensure Code Red and high-severity incidents are documented, tracked, and resolved promptly.
• Maintain calm and leadership during urgent, high-pressure situations.

Cross-Functional Leadership

• Collaborate with Product to reduce ticket volume through feature enhancements and prioritized fixes.
• Partner with Integration and Dev teams to improve integration error clarity, customer instructions, and workflow automation.
• Work with Marketing…