About ModSquad:
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
The Job:
We are seeking a highly skilled and detail-oriented Technical Team Manager to oversee and coordinate complex technical initiatives with a strong emphasis on software troubleshooting, systems analysis, and operational excellence. This individual will serve as the primary point of contact for both internal teams and clients, ensuring projects are executed to the highest standards of quality, efficiency, and client satisfaction.
Responsibilities:
Technical Expertise & Troubleshooting
- Possess a strong understanding of major operating systems (Linux, Windows, macOS); command-line proficiency is a plus.
- Demonstrated experience working within cloud environments such as AWS, Azure, or GCP.
- Interpret system logs, error messages, and stack traces to assist in root cause analysis.
- Diagnose, analyze, and resolve software issues using debugging tools, monitoring systems, and log analysis platforms.
- Identify performance bottlenecks and systemic issues within complex systems.
- Proactively research and implement solutions for unfamiliar technical challenges.
- Reproduce reported issues and document detailed steps for resolution and remediation.
Project & Operations Management
- Manage day-to-day operations of client projects, dedicating at least 85% of time to project oversight and performance.
- Coordinate project planning, execution, and delivery across cross-functional teams.
- Oversee lifecycle of technical issues from identification through resolution, ensuring adherence to SLAs and KPIs.
- Manage scheduling, onboarding, offboarding, QA, and documentation workflows for both employees and contractors.
- Lead client communications, meetings, and strategic planning efforts in collaboration with Account Managers.
- Compile reports, track key performance indicators, and analyze trends to inform project decisions.
Quality Assurance & Compliance
- Implement and manage QA feedback loops, productivity checks, and performance monitoring.
- Ensure documentation compliance and provide ongoing guidance to Assistant Project Managers and Leads.
- Lead performance management conversations, conduct 1:1s, and deliver coaching and mentorship to team members.
- Ensure adherence to internal standards and client contractual obligations, including billable hours, service delivery quality, and operational procedures.
Team Leadership & Collaboration
- Foster a positive team culture through regular engagement, motivation, and support.
- Provide real-time support for moderators, resolve conflicts, and manage critical conversations professionally.
- Facilitate internal and client-facing team meetings, mentor junior managers, and support recruiting and interview processes.
- Escalate major issues, recommend solutions, and collaborate with stakeholders to drive continuous improvement.
Required Competencies:
- Prior experience in a technical support, system administration, DevOps, or software operations role.
- Strong problem-solving and logical reasoning skills, with the ability to break down complex problems.
- Excellent verbal and written communication skills, with the ability to translate technical information for non-technical audiences.
- Proficiency in analyzing performance metrics, logs, and user data to pinpoint root causes.
- Exceptional organizational skills and attention to detail, especially in documenting workflows and issue resolutions.
- Comfortable working in a dynamic, fast-paced environment with changing priorities.
- Familiarity with support operations frameworks such as Sigma or COPC.
- Experience with operational workflow optimization and resource management.
- Experience leading remote or globally distributed teams.
- Project management certifications (PMP, Agile, Scrum) are a plus.
*The ideal candidate will be both technically proficient and operationally strategic, capable of managing complex workflows while maintaining strong relationships with clients and team members.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
