Technical Customer Support Manager

Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!

What You'll Be Doing: As a Technical Support Manager at Vagaro, you will lead a team of approximately 12 support agents, including a mentor/team lead, dedicated to providing exceptional service to our customers using the Vagaro platform and associated point-of-sale hardware. This role is one of six similar teams supporting Vagaro, all based in our headquarters located in Pleasanton, CA. The TS Manager is required to ensure high-level customer satisfaction by guaranteeing that customer needs are properly analyzed, documented, and resolved as quickly as possible with the goal of creating an exceptional customer experience for users of the Vagaro platform.  In this Vagaro managerial role, the successful candidate is expected to come up to speed quickly to act as a technical point of escalation and to be the last point of managerial escalation for the group, or groups, as needed.

Schedule Requirement: SUNDAY - THURSDAY 8:00 AM - 5:00 PM

*This is an onsite position based in Pleasanton, CA.*

Compensation Details:

• Annual Salary: $90,000 - $120,000 DOE
• Additional Weekend Differential: 4% Increase
• Annual Bonus: Up to 10%

Your Impact:

• Manage individual agents to meet/exceed individual and group metric goals and KPIs  
• Set individual agent goals / MBOs 
• Conduct weekly agent 1:1s to review metrics, objectives, status 
• Present status in weekly 1:1s with department head  
• Meet/Exceed management team and management goals as set by the VP of Customer Success  
• Monitor and address individual and group morale   
• Monitor queue status, reassigning agents as needed  
• Validate and approve agent time sheets in Paycom  
• Deliver agent performance improvement plans and track – presenting updates weekly to department head and HR
• Create and deliver yearly employee reviews and set goals for the next year  
• Present ticket data to drive change requests in weekly Product Development meetings  
• Own group shift scheduling to ensure coverage based on incident arrival and headcount  
• Own agent CSAT by addressing all negative CSAT survey returns with the agent, and contacting the customer directly to ensure resolution  
• Coach the mentor/team leads and agents based on experience  
• Final point of escalation for managerial requests as requested by Support or dependent groups/individuals  
• On-Call Manager Rotation for Weekend Afterhours Coverage
• Master of Situational Management  
• Other duties as assigned

What You Bring:

• 3+ years managing SaaS software support in a high-volume consumer support center  
• Escalation resolution and Save/Retention experience  
• Experience with Zendesk CRM or similar platform  
• Prior queue management expertise  
• Workforce management experience for shift scheduling  
• Experience with project management software Asana/JIRA or similar   
• Prior collaboration experience with Product Management, Development, Sales, and Marketing   
• Fast Learner – the ensure mastery of the Vagaro platform  
• Support Content Development – draft and proof written documentation  
• A desire to excel, and to share your knowledge. Lead by example  
• Driven by Urgency and Quality of Support

Joining Vagaro offers you an exciting opportunity to be part of a growing and innovative company that is revolutionizing beauty, wellness, and fitness software. As a Technical Support Manager, you will have the chance to shape Vagaro's success and make a significant impact on the success of our customer support efforts.

If you are driven, ambitious, and passionate about customer success, we invite you to apply for this position. Please submit your resume outlining your relevant experience and why you believe you would be a great fit for the role.

Why You’ll Love Working Here: 💖

• Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses
• Generous PTO: 15 accrued days, plus 10 company holidays annually.
• Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family. 🏥
• Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork. 🎟️
• Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments. 💅
• Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription. 🍽️
• Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills. 📚
• Financial Security: 401k program with 4% matching and optional life/supplemental insurance. 💰
• Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized! 🏀

Equal Opportunity Employer:

Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.

Privacy Policy:

Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here. By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.

Learn More About Vagaro:

Visit us at Vagaro.com/pro and Vagaro.com to learn more.

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Last updated on Feb 6, 2025