Technical Solutions Manager at Thomas Talent Network, LLC Full Time

Responsibilities

• Lead and manage a team of 6+ technical customer service engineers
• Provide regular coaching, mentoring, and feedback
• Develop and implement development plans and PIPs
• Evaluate soft and technical skills for hiring
• Serve as Technical Incident Manager for outages
• Drive process improvements to boost productivity and CSAT
• Advocate for customer needs with Product and Engineering teams
• Contribute to reviews of tools, performance, and policies
• Manage budgets, schedules, work plans, and performance
• Engage with senior management on cross-functional responsibilities
• Provide updates on performance to senior management

Requirements

• Bachelor’s degree (Computer Science preferred)
• 8+ years of relevant experience in customer-facing environment
• 3+ years in a team/people management role
• Experience achieving adherence to SLAs
• Track record managing large enterprise customer relationships
• Highly flexible, detail-oriented, and organized
• Native Japanese and business-level English communication skills
• Ability to resolve technical issues swiftly and effectively
• Familiarity with technical problem-solving and internet technologies
• Working knowledge of HTML, CSS, JavaScript
• Programming experience with server-side languages (e.g., Ruby, PHP)