Technical Support Manager

Overview:

The Manager Web Product is responsible for managing all technical support staff providing direct support to distributors and customers via chat and email through CRM platforms. This role leads the team to deliver professional support for Herbalife Member applications, tools, and technologies, ensuring technical support staff are properly trained, scheduled, and staffed to meet required service levels and support demand.

HOW YOULL MAKE AN IMPACT:

• Lead and manage the team to meet operational, service, and performance goals, including workload planning, scheduling, and SLA adherence.
• Oversee end-to-end case and chat handling, ensuring timely, accurate resolution, proper documentation, and effective distributor communication.
• Provide coaching, performance feedback, and development support; contribute to hiring, onboarding, and training activities.
• Review case files, make resolution decisions, and manage escalations, including sensitive and complex issues.
• Ensure compliance with company policies, internal controls, member conduct, intellectual property standards, and regulatory requirements.
• Track KPIs and service metrics, prepare reports, establish best practices and quality standards, and drive continuous improvement initiatives.
• Collaborate cross-functionally, including UAT participation and close partnership with engineering teams, to align priorities and support ongoing product enhancements.

TEAM DYNAMICS:

• Fosters a collaborative and inclusive team environment where diverse perspectives are respected and valued.
• Encourages open communication, trust, and knowledge sharing across the team
• Builds strong relationships and promotes accountability to achieve shared goals
• Effectively manages conflicts and aligns the team through constructive feedback and clear expectations
• Adapts leadership style to support team morale, engagement, and high performance.

LEADERSHIP AND SUPERVISORY RESPONSIBILITIES:

Will manage up to 8 direct reports and/or consultants

QUALIFICATIONS FOR SUCCESS:

Education:

• Bachelors degree in computer science, Engineering or related field

Experience:

• 5+ year experience in a technical support center capacity with either phone, email, text, chat or social media
• 3+ year of demonstrated experience with computer systems or applications and/or Internet applications
• 3+ years experience in a supervisor or managerial role managing 4 or more team members
• 3+ years’ experience using CRM, preferably with Oracle CX or Salesforce.

Skills/Certifications:

• Proven ability to lead, coach, and direct teams while collaborating effectively across all levels with strong cultural awareness.
• Strong team player and people leader with the ability to work effectively with individuals from diverse countries and backgrounds
• Excellent problem-solving and technical troubleshooting skills
• Strong customer service mindset with a consistent focus on quality and service standards
• Excellent written and verbal communication skills, with the ability to clearly convey information to distributors and customers
• Strong analytical and logical thinking, with the ability to accurately summarize, present, and document key information.
• Ability to organize workload, solve practical problems, and execute effectively under general supervision
• High flexibility and adaptability to manage changing priorities, timelines, and evolving business needs
• Strong work ethic with a commitment to service excellence