Aquatic Technical Support Manager

Accountabilities:: Lead, manage, and develop a customer-focused technical support team with varying levels of technical expertise and responsibilities, including Customer Support Specialists and Technicians. Assess team capabilities, identify technical and professional development needs, and establish ongoing training programs to address skill gaps. Define and monitor customer support KPIs, evaluate individual and team performance, and provide timely, constructive feedback to drive service quality. Oversee the case management system, support workflows, escalation processes, and best practices to ensure consistent and efficient customer service. Build and maintain a comprehensive technical knowledge base covering equipment troubleshooting, maintenance, repairs, and software functionality, including useful screenshots and video resources. Make timely and informed decisions when resolving complex customer and technical issues, including situations where information may be incomplete. Partner with Product Management and Engineering to implement tools, features, and processes that strengthen technical support capabilities and improve the customer experience. Launch and manage customer support surveys, analyze feedback and performance data, identify improvement opportunities, and communicate findings to leadership. Foster a team culture centered on independent problem-solving, accountability, collaboration, and a strong client-first mindset. Recruit, develop, and retain technical talent capable of combining strong technical expertise with effective customer service and communication skills. Establish, document, and continuously improve policies, procedures, workflows, and processes supporting the technical support organization. Collaborate with cross-functional teams to ensure customer insights and support trends contribute to broader product, service, and business improvements. Requirements: Bring at least 5 years of commercial aquatics experience, including hands-on field equipment troubleshooting and diagnosis. Have at least 3 years of management experience, ideally leading technical support, customer service, or similarly specialized teams. Have prior experience as a Customer Support Specialist or in a comparable customer service role. Possess a strong technical background and the ability to explain complex technical concepts clearly to non-technical customers and colleagues. Demonstrate knowledge of enterprise web technologies, security concepts, modern infrastructure, software applications, and remote support environments. Have strong knowledge of CRM systems and their functionality, with experience using NetSuite considered a plus. Be skilled in analyzing customer and client data to identify trends, generate insights, and support informed decisions. Demonstrate strong customer service and de-escalation skills, with the ability to guide clients and team members through basic to advanced troubleshooting. Bring experience with help desk software, remote support tools, project management, or call center environments; these are preferred qualifications. Demonstrate strong written and verbal communication, problem-solving, organizational, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment. Be detail-oriented and committed to maintaining accurate records, documentation, processes, and knowledge resources. Demonstrate adaptability, self-motivation, and a collaborative approach to working across departments and toward shared objectives. Be proficient with computer software; experience with Google Workspace and/or Microsoft Office is preferred. Communicate effectively in English; additional language skills are considered a plus. Obtain a Certified Pool & Spa Operator (CPO) license within the first 90 days of employment. Be able to occasionally move, lift, carry, and push objects weighing up to 25 pounds. Be available to work weekends and holidays when required, with occasional light travel during the year. Benefits: Full-time, salaried, exempt position. Fully remote opportunity open to candidates residing anywhere in the United States. Compensation range of $80,000–$100,000, depending on location, experience, knowledge, skills, and abilities. Opportunity to lead and develop a technical support function within a specialized commercial aquatics environment. Occasional light travel may be required throughout the year. Weekend and holiday availability may be required based on business and customer support needs.