Technical Support Manager (TSM)

About the Role

CronySoft is hiring a Technical Support Manager to lead and manage our night shift technical support operations for USA-based customers using our Backoffice and POS.

Key Responsibilities

• Lead and manage the night shift technical support team and ensure smooth operations throughout the shift.
• Maintain shift discipline, attendance, and daily task execution.
• Manage work allocation and prioritization, ensuring urgent issues are handled first.
• Monitor and improve shift efficiency, response quality, and closure performance.

Scheduling and Rosters

• Create and maintain rosters for multiple shift timings (3 different shift schedules).
• Ensure adequate coverage and fair rotation across team members based on workload and business requirements.

Customer Support Quality and Escalations

• Act as escalation point for complex customer issues, complaints, and feedback.
• Ensure timely and professional resolution of escalations while maintaining customer confidence.
• Maintain strong client relationships and resolve operational concerns professionally.
• Ensure excellent customer experience by closely monitoring communication, especially in complex or stressful customer situations.

Process Improvement and Compliance

• Develop and implement support processes to enhance customer experience and reduce repeat issues.
• Ensure compliance with internal policies, operational standards, and documentation practices.

Required Qualifications

• Bachelor’s degree (mandatory).
• Proven experience leading or supervising a support team.
• Strong technical troubleshooting mindset and ability to handle escalations.
• Excellent English communication skills (spoken and written).

Preferred (Strong Plus)

• Experience supporting POS, Backoffice, ERP, inventory, retail, or SaaS systems
• Experience with ticketing tools and support platforms (Zendesk, Freshdesk, Zoho, Jira, etc.)
• Experience supporting international clients, especially USA-based customers

How to Apply

Apply with your updated CV at Recruiter@cronysoft.com.

Job Type: Full-time

Work Location: In person