Senior Manager, Technical Support

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. Location: Peachtree Corners, GA, United States (Greater Atlanta Area) Reports to: Sr. Director, Global Support Direct Reports: 15, with 1-2 Team Leads Our mission is to protect life. We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER to a full suite of hardware and software solutions, we are focused on providing police agencies with state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of police records so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete. It’s a big mission, but it’s one we’ll pursue relentlessly every single day. Your Impact As the Sr. Manager of Technical Support, you will be instrumental in elevating and scaling our world class Tier 1 Technical Support Team. We aim for excellence, and you will play a key part in driving team performance in support of this goal, while mentoring and coaching our team leads, spearheading process-improvements, and implementing AI solutions that tranform the way we work. What You’ll Do Operations Leadership: Lead technical support representatives and team leads, providing guidance, training, coaching and professional development Drive functional KPI performance in accordance with department and corporate targets. Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues. Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance. Quality Assurance, Training, and Process Improvement: Review top issues trends from Salesforce, JIRA, and other systems to identify opportunities for improvement training Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction. Customer Experience and Advocacy: Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience. Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies Develop and implement strategies to elevate the customer experience and improve CSAT/NPS Team/Work Force Management: Recruit, train, and motivate a high-performing team, fostering a culture of collaboration and accountability. Provide regular feedback, performance evaluations, and support to team members. Manage team schedules, real-time adherence, and other WFM duties. What You Bring Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems Demonstrates an AI-first approach to solving business problems and an LLM super-user Excellent verbal and written communication skills Proficient with Windows ... (truncated, view full listing at source)