Customer Technical Support Manager

Team Overview

The Customer Technical Support Manager leads a global B2B technical support team across the U.S. and India, overseeing a customer‑facing, multi‑service support organization focused on delivering timely, high‑quality service and a great customer experience.

This hybrid role involves both remote and in‑person responsibilities, with a minimum of two days per week in the assigned TU office, and reports to the Senior Manager of IT Support.

• Lead day‑to‑day operations of a global B2B support team, overseeing customer inquiries, incident response, escalations, reporting, and workload management.
• Drive a seamless and high‑quality customer experience through consistent support delivery and continuous process improvements.
• Analyze support data, trends, and metrics to identify opportunities for operational efficiencies and service enhancements.
• Partner closely with cross‑functional teams—including Sales, Product, Technology, Legal, and Compliance—to resolve issues and align on customer needs.
• Build, coach, and develop a high‑performing, inclusive team through clear goals, feedback, and career development.
• Contribute to the broader direction, strategy, and ongoing improvement of the Global Service and Support organization.

• 3+ years of experience managing teams in customer service, technical support, or relationship management roles.
• 5+ years in customer support or operations.
• Bachelor’s degree in business, finance, computer science, or equivalent experience.
• Experience with ticketing systems and CRMs (Salesforce preferred).
• Experience supporting B2B customers in a customer‑facing technical or operations environment.
• Availability for after‑hours/on‑call support.

• Familiarity with ITIL best practices or service management frameworks.
• Experience with reporting and data analysis (Excel, CRM reporting tools).

• Day‑one eligibility for medical, dental, and vision coverage, with supplemental plan options.
• Company‑paid basic life and AD&D; optional voluntary life and AD&D for you and your family.
• Short‑ and long‑term disability coverage.
• Optional legal plan, pet insurance, and travel accident coverage.
• Adoption assistance, fertility planning coverage, caregiver support, and up to 12 weeks of paid parental leave.
• 401(k) with employer match and Employee Stock Purchase Plan (ESPP).
• Tuition reimbursement, flexible time off, paid holidays, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off.
• 24/7 access to professional therapy, coaching, and emotional well‑being programs.

The pay range for this position is $90,000.00 – $168,750 annually, based on education, training, work experience, job‑related skill set, location, and market considerations.

We are an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity, or any other characteristic protected by law. In accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, Trans Union takes affirmative action to employ and advance qualified individuals with a disability and protected veterans.

Applications from individuals with arrest or conviction records will be considered in compliance with applicable laws.