Aquatic Technical Support Manager

VivoAquatics

. Lead the technical support team, overseeing the case management system, workflows, and escalation process .

Posted 9/29/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and management skills to build and develop a customer-focused technical support team, while leveraging comprehensive knowledge of CRM systems and enterprise web technologies to enhance customer service delivery. Proficient in analyzing client data and implementing continuous improvement processes to optimize support operations.

Highest-signal resume keywords

Leadership And Management SkillsCustomer Service SkillsCRM Systems KnowledgeTechnical Support ExperienceProject Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Enterprise Web TechnologiesCRM SystemsTechnical TroubleshootingData AnalysisHelp Desk SoftwareRemote Support ToolsComputer Software ProficiencyVivoPoint Systems KnowledgeCPO LicenseCommercial Aquatics Experience

Soft Skills

Strong Communication SkillsProblem-Solving SkillsOrganizational SkillsAdaptabilityCollaboration

Tools & Technologies

GSuiteMS OfficeCase Management System

Certifications & Qualifications

CPO License

Industry Keywords

Customer SupportTechnical SupportCall Center ExperienceContinuous ImprovementClient-First Mindset

About the role

Key responsibilities & impact

Lead the technical support team, overseeing the case management system, workflows, and escalation process
Build and refine the tools, techniques, and procedures used to deliver fast, accurate support to internal and external customers
Partner with Product, Sales, and other internal teams so customer feedback informs product direction and strengthens client and partner relationships
Manage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities
Assess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps
Establish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback
Maintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video explaining key software features
Make sound, timely decisions with limited information, grounded in company best practices
Partner with Product Management and Engineering to implement tools and features that enable world-class support
Collaborate cross-functionally with other departments as needed
Launch the customer support survey, analyze results to identify opportunities to improve customer experience, and present findings to leadership
Cultivate a team culture that fosters independent problem-solving with a client-first mindset
Recruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service
Maintain best practices across the entire technical support process
Guide implementation, continuous improvement, and documentation of policies, procedures, and processes for Support systems
Manage and supervise Customer Support Specialists and Technicians

Requirements

What you’ll need

Position is open to everyone residing within the United States
Knowledge of enterprise web technologies, security, and cutting-edge infrastructures
Leadership and management skills for globally distributed teams
Solid technical background, with the ability to translate concepts for a non-technical audience
Comprehensive knowledge of CRM systems and their functionality
Deep, current knowledge of VivoPoint systems and functionality, with a commitment to continuous learning
Skilled in using computer systems and navigating software programs efficiently
Skilled in analyzing client data to derive insights and inform decisions
Strong customer service skills, including de-escalation techniques to resolve customer concerns
Able to guide clients and team members through basic to advanced troubleshooting using a range of software applications
Strong written and verbal communication and problem-solving skills for interacting with clients and team members
Strong organizational skills, with effective time management and multitasking ability
Detail-oriented, with a commitment to accurate records and documentation
Adaptable and effective in a dynamic, fast-paced environment with shifting priorities and customer needs
Collaborative mindset, contributing to cross-functional teams toward shared goals
Self-motivated and driven to achieve professional success
Able to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis
Available to work weekends and holidays as required; occasional light travel may be needed throughout the year
Experience as a Customer Support Specialist I or similar customer service role required
5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis required
Must obtain CPO license within first 90 days in position
3+ years of management experience required
Project management experience preferred
Call center experience preferred
Experience with help desk software and remote support tools preferred
Proficiency with computer software programs required; experience with GSuite and/or MS Office preferred
Experience with CRM systems required; NetSuite experience preferred but not required
Must communicate effectively in English; ability to communicate in a second language is a plus