Braze

2 months ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead a local team of post-sale technical support agents in a SaaS B2B environment, ensuring KPI targets, coaching for growth, and career development while managing performance, OKRs, and hiring/onboarding. Serve as escalation point for complex issues and drive documentation and standardization across global teams to maintain high customer satisfaction.

Location: Jakarta

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead a local team of support agents, ensuring high-quality post-sale technical relationships with customers and meeting KPIs.
•Conduct regular one-on-one meetings, provide actionable feedback, and map out career development plans for team members.
•Evaluate team performance and actively participate in setting and reviewing OKRs, addressing underperformance with documentation and constructive feedback.
•Oversee hiring and onboarding, actively managing key people processes across the team.
•Mentor and develop a growth-oriented culture, delivering feedback to elevate team performance and supporting professional development.

Pay and Benefits

Perks:Health InsuranceEquityLearning BudgetRetirementVolunteer Week

Key Requirements

•2-4 years of management experience in overseeing a technical support organization, preferably within a SaaS B2B environment.

Experience:2-4 yearsSaaSB2BCustomer experience

Skills:CommunicationLeadershipMentoringCoachingProblem-solving

Languages:English

Tech Stack:SalesforceZendeskHTMLCSSJavaScriptAPIsSQLPostmanSnowflakeKibana

Company Brief

Braze

Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 100M to 250M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2011

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Braze

2 months ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Jakarta

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead a local team of support agents, ensuring high-quality post-sale technical relationships with customers and meeting KPIs.
•Conduct regular one-on-one meetings, provide actionable feedback, and map out career development plans for team members.
•Evaluate team performance and actively participate in setting and reviewing OKRs, addressing underperformance with documentation and constructive feedback.
•Oversee hiring and onboarding, actively managing key people processes across the team.
•Mentor and develop a growth-oriented culture, delivering feedback to elevate team performance and supporting professional development.

Pay and Benefits

Perks:Health InsuranceEquityLearning BudgetRetirementVolunteer Week

Key Requirements

•2-4 years of management experience in overseeing a technical support organization, preferably within a SaaS B2B environment.

Experience:2-4 yearsSaaSB2BCustomer experience

Skills:CommunicationLeadershipMentoringCoachingProblem-solving

Languages:English

Tech Stack:SalesforceZendeskHTMLCSSJavaScriptAPIsSQLPostmanSnowflakeKibana

Company Brief

Braze

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 100M to 250M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2011

Website LinkedIn