Manager, Technical Services
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Job Description
Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we've raised over $160M in venture capital and we have grown tremendously each year since launch. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.
We are seeking a hands-on and strategic Technical Services Manager to lead Bevi's Tier 1 Support team, responsible for delivering a world-class experience to both end customers and partner technicians.
This role reports to the Sr. Director of Technical Services, and will be responsible for being the front line for Bevi's end customers and Partner Technicians, providing an outstanding customer experience along the way. The Technical Services Manager will work closely with Product and Engineering teams to identify and prioritize targets for improvement. The ideal candidate will embrace the Bevi core values, learning new skills, working across disciplines, and driving issues to resolution.
Your Day to Day
- Lead and manage a team of 10+ Tier 1 Technical Service agents (remote and in-office, Charlestown, MA)
- Oversee daily operations, including staffing, escalations, complaint resolution, and performance management
- Monitor and report on KPIs; use data to identify trends, drive improvements, and optimize team performance
- Foster an engaged, solutions-oriented culture through strong leadership, coaching, and recognition
- Maintain expert knowledge of Bevi products and technology to support issue resolution and guide your team
- Design and improve customer-centric workflows to elevate the support experience
- Implement systems and procedures aligned with compliance and business goals
- Meet or exceed service SLAs, KPIs, and customer satisfaction targets
- Partner cross-functionally with Product, Engineering, and Quality to relay critical insights and drive product improvement
- Conduct performance reviews, coach agents, and manage development plans or disciplinary actions as needed
- Lead team meetings, represent the Voice of the Customer, and ensure coverage via schedule management