Remote Technical Support Manager

\n\n\nPromenade is looking for a Technical Support Manager to lead a team responsible for high-touch escalations across our software suite. This is a player-coach role for someone who can move comfortably between operational leadership, deep technical troubleshooting, hands-on data work, and customer conversations.\n\nThe ideal candidate is equally comfortable meeting with a client to resolve issues, partnering with leadership to implement meaningful metrics and improve how teams work together, using New Relic to investigate application issues and working in Excel to validate and clean data for import.\n\n\n\n\n\nAbout the Team\n\nThe Technical Support team at Promenade provides advanced troubleshooting and escalated support across our application suite, including Point of Sale, ecommerce, hardware, and third-party integrations.\n\nThe team partners closely with Customer Success, Implementation, Product Marketing, and Engineering to resolve complex customer issues, identify product defects, improve internal workflows, and support onboarding-related processes. This includes working directly with customer data during migrations and imports, helping ensure a smooth transition onto the Promenade platform.\n\nTechnical Support serves as a subject matter expert across the Promenade software suite, helping distinguish between bugs, feature gaps, configuration issues, and process breakdowns while driving issues through to resolution.\n\n\nWhat You'll Do\n\n\n* \n\nLead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting\n\n\n* \n\nServe as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations\n\n\n* \n\nMeet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows\n\n\n* \n\nOversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools\n\n\n* \n\nPartner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning\n\n\n* \n\nRun a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution\n\n\n* \n\nEstablish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health\n\n\n* \n\nUse observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness\n\n\n* \n\nPartner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes\n\n\n* \n\nCoach and develop team members while reinforcing strong ownership, communication, prioritization, and execution\n\n\n* \n\nIdentify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows\n\n\n\n\n\n\nWhat We’re Looking For\n\n\n* \n\n3+ years of experience managing technical support, technical operations, or similar customer-facing technical teams\n\n\n* \n\n6+ years of experience in B2B SaaS technical support, technical operations, or a comparable environment\n\n\n* \n\nProven experience leading escalated issue resolution and managing complex customer-facing technical work\n\n\n* \n\nExperience implementing KPIs, SLAs, and operational reporting\n\n\n* \n\nExperience working with tools such as Jira, Zendesk, New Relic, or similar platforms\n\n\n* \n\nStrong cross-functional communication skills and comfort working with customers, peers, and senior leaders\n\n\n* \n\nStrong organizational, prioritization, and stakeholder management skills\n\n\n* \n\nFamiliarity with troubleshooting Windows, macOS, and iPadOS environments\n\n\n\n\n\n\nNice to Have\n\n\n* \n\nExperience with onboarding, imports, data migration, or data conversion workflows\n\n\n* \n\nStrong Excel skills for data cleanup, transformation, and validation\n\n\n* \n\nBasic SQL skills for troubleshooting, reporting, or data validation\n\n\n* \n\nPython experience for automation or data manipulation\n\n\n* \n\nExperience supporting POS, ecommerce, hardware/software, or integration-heavy environments\n\n\n* \n\nMultilingual (English and Spanish) is a plus\n\n\n\n\n\n\nWhat Success Looks Like\n\n\n* \n\nThe team operates with clear ownership, strong follow-through, and full visibility into work and outcomes\n\n\n* \n\nEscalated issues are handled with sound technical judgment and strong customer engagement\n\n\n* \n\nStakeholders receive proactive, timely, and actionable communication\n\n\n* \n\nTeam performance is measurable through useful KPI and SLA reporting\n\n\n* \n\nCross-functional workflows with Customer Success, Implementation, Product Marketing, and Engineering continue to improve\n\n\n* \n\nThe manager creates leverage by coaching the team, delegating effectively, and improving systems rather than becoming a bottleneck\n\n\n\n\n\n\n\n\n$90,000 - $100,000 a year\n\nMore about us - Promenade\nPromenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nation’s premier network for local florists, disrupting the multi-billion dollar floral industry. After helping thousands of local florists across the country, we doubled down on our mission and began helping more small businesses who carried the same challenges of acquiring and retaining their own customers. Today, Promenade creates software for four industries - BloomNation (Floral), Promenade (Food, Liquor and Butchers) . The company is based in Santa Monica, CA along with Remote roles.\n \nAdditional highlights…\nBacked by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.) \n\n\nNamed one of Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch”\n\n\nLocated one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica\n \nWhy join Promenade?\nIf you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems.
\n\n#Benefits\n 🚫 No politics at work\n\n
\n\n#Location\nRemote