About the role
Reporting to the Head of Care for Spend, you'll lead our Technical Support Specialists while acting as the technical bridge between Customer Care and Engineering. You'll be responsible for raising the technical maturity of the team, improving technical workflows and tooling, and enabling Customer Care to resolve increasingly complex issues independently.
This is a hands-on technical management role where you'll coach others, partner closely with Engineering, help shape the future of technical support at Perk, and improve the L2/L3 collaboration model.
Why this role
- Lead the technical evolution of Customer Care in one of Perk's fastest-growing product areas
- Work closely with Engineering to improve tooling, workflows, and customer outcomes
- Build a highly capable technical support team through coaching, mentoring, and technical leadership
- Help shape how Customer Care leverages automation and AI to scale technical support
What You'll Do
- Lead L2 customer care: own the team responsible for the most complex, escalated customer issues that L1 support cannot resolve.
- Manage hands-on technical support specialists: hire, coach, and grow a team of technically strong specialists; set expectations, review case quality, and provide technical mentorship (not just people management).
- Debug alongside your team: get into the weeds on production issues yourself: read stack traces, review relevant code paths, query databases, and use observability tools to find root cause.
- Deep-dive into logs: investigate application, API, and infrastructure logs to diagnose customer-reported issues, distinguishing product bugs from configuration, integration, or data issues.
- Own technical escalations: act as the primary interface between customer care and engineering/product teams for issues requiring code changes, hotfixes, or architectural input.
- Drive resolution, not just triage: ensure issues are actually solved and don't just get passed along; track time-to-resolution and repeat-issue rates.
- Build tooling and process: identify recurring issues and work with engineering to fix them at the source; build internal runbooks, diagnostic tooling, and self-service resources for the team.
- Report on health and trends: analyze ticket data, SLA/SLO performance, and escalation patterns; present insights to leadership on product quality and support health.
- Coordinate incident response: represent customer care during major incidents, translating technical impact into customer communication and vice versa.
What We're Looking For
- 5+ years in Technical Support, Product Support, or Engineering-adjacent Customer Care within a SaaS or tech environment, with at least 2+ years managing a team of engineers or technical support staff.