Team Lead, Technical Support Account Manager

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

Phenom is looking for a Technical Support Account Manager (TSAM) Team Lead within our Global Customer Care team. 

You will play a pivotal role in ensuring the success of our clients by providing technical expertise, strategic guidance, and exceptional customer service. You will be the primary point of contact for our largest and most strategic clients, helping them navigate their support needs, fostering strong relationships, and driving successful outcomes.

TSAMs serve as frontline technical resources for Phenom customers. They deliver value by solving complex technical customer problems, providing proactive support advice, and contributing to product quality and enhancements. From problem identification to full resolution, TSAMs own and manage the customer experience,

collaborating with subject matter experts, Engineering (Product Groups), and Management as needed. TSAMs provide technical expertise and are excellent communicators and service oriented professionals. As a TSAM, you will be given the opportunity to become a subject matter expert in multiple Phenom product areas and

help Phenom offer best in class customer service. As a Team Lead, you will also provide day-to-day leadership and guidance to a team of TSAMs, ensuring a consistently high-quality customer experience. This role serves as a subject-matter resource and escalation point, while coaching team members, identifying trends and opportunities for improvement, and partnering cross-functionally to drive issue resolution and continuous improvement.

What You'll Do

• Serve as a Player-Coach, directly managing a team of Technical Support Account Managers (TSAMs) while maintaining primary technical ownership over a select portfolio of strategic enterprise accounts.
• Provide day-to-day leadership, coaching, mentorship, and career development for individual contributor TSAMs, conducting regular 1:1s, performance evaluations, and skill-building initiatives.
• Serve as the main technical point of contact and trusted advisor for key enterprise clients, understanding their business objectives and delivering expert troubleshooting, proactive support, and strategic guidance.
• Oversee team workload distribution, resource allocation, and escalation pathways to ensure timely resolution of complex technical issues and high customer satisfaction.
• Collaborate closely with cross-functional leadership across Sales, Product Management, Engineering, and Implementation to represent client feedback, drive product enhancements, and streamline support workflows.
• Lead onboarding, training, and continuous enablement for new and existing team members to ensure deep product mastery across Phenom HR technology solutions.
• Monitor and analyze individual and team performance metrics (e.g., CSAT, SLA adherence, ticket resolution times), proactively identifying trends and implementing operational improvements.
• Act as an escalation point and crisis manager for urgent, complex client issues, coordinating with technical, product, and executive teams to minimize downtime and resolve incidents efficiently.
• Identify potential upsell and adoption expansion opportunities in managed accounts and partner with Sales to drive growth.
• Stay current with HR tech industry trends, emerging SaaS technologies, and competitive benchmarks to continuously elevate team standards and client value.

What You've Done

• Bachelor's degree in a related field or equivalent practical experience; Advanced degree preferred.
• 7+ years of experience in Technical Support Management, Technical Account Management, or client-facing SaaS support roles.
• 2+ years of experience leading, managing, or mentoring technical support teams or individual contributors in a player-coach capacity.
• Deep technical acumen in HR technology solutions, enterprise SaaS architecture, and system integrations.
• Solid technical foundation with relational databases, non-relational databases (MongoDB), HTML, Kibana, AWS, Java-based application architectures, and web-based application troubleshooting.
• Demonstrated success in balancing direct account management duties with team leadership and operational management.
• Exceptional interpersonal, verbal, and written communication skills with the ability to articulate complex technical solutions to executive stakeholders and non-technical teams.
• Strong analytical and problem-solving skills with a data-driven approach to tracking team KPIs and account health metrics.
• Proven track record of managing critical client escalations and cross-functional incident response under high pressure.
• Willingness to travel (up to 25% of the time) for client meetings, internal leadership summits, and industry events.

*Applicants for this role must be currently authorized to work in the country hired. At this time, we are not accepting applicants who require sponsorship, whether now or in the future

Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Generous vacation policies & holiday time off
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every office and even for those who work remotely!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.  

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

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