Technical Services Manager

About the role

Permutive is the data collaboration platform that powers the advertising ecosystem. We exist to build an advertising ecosystem that respects and adapts to consumers' choices around their privacy, and in doing so unlocks enormous uplifts in scale and outcomes for publishers and advertisers alike. Trusted by 60% of Enterprise Media Companies across the US, EMEA, and LATAM, we work with leaders such as News Corp, Warner Bros Discovery, Hearst, Conde Nast, dmg media, BuzzFeed, and The Guardian. Our technology enables them to drive >$1B in advertising spend across hundreds of millions of users without compromising user privacy. Permutive works with many of the largest Advertisers, enabling them to collaborate with Publishers to triple their audience reach and drive a doubling in incremental sales, including with advertisers such as Sky, Dentsu and Apple. We leverage patented edge technology, AI and cloud collaboration to safely process data where it is, and our platform combines privacy-safe DMP, data clean room, and curation capabilities to unlock unmatched scale and precision for publishers, advertisers, agencies, and retail media networks. At Permutive, You'll Help Our Customers: Achieve Better Outcomes: Leverage our unique position in the ad tech ecosystem to access broader audiences and improve outcomes. Boost Sales Significantly: Capitalize on 100% addressability to connect with the 70% of audiences beyond traditional cookies. Transform Collaboration Efficiency: Move from lengthy processes to seamless collaboration in minutes. Join us as a key player in shaping the future of Permutive, backed by leading investors like Softbank and EQT Ventures and recognised as a YCombinator Top 150 company. Permutive is hiring for an experienced and highly motivated Technical Services Manager to lead our Technical Support team. The ideal person for this role will have a solid technical background, excellent leadership and process skills, and high standards for providing a world-class experience to our customers. As we grow and continue the high retention of our customer base globally, this person will be instrumental in ensuring our clients receive timely and effective technical support, contributing to their overall satisfaction and success. Reporting directly to the VP of Customer Success, this is an exciting opportunity for someone passionate about building great processes and developing high-performing teams whilst staying close to the technical detail. As the Manager of the Technical Services team, you will be responsible for leading a global team distributed across the US and EMEA. The Technical Services team is the first line of support for Permutives customers globally. They are responsible for maintaining contractual SLAs, providing high-level product information, and efficiently triaging tickets for resolution. The team sits at the intersection of customer experience and technical execution, developing solutions to address complex technical challenges. The team is experienced in web development and handles more complex tasks such as customer onboarding, technical debugging, internal tooling maintenance, and the development of custom solutions to address customer issues. They work closely with our Customer Success, Product and Engineering teams ensuring customers get the most out of our platform and feed insight back into how it evolves.

Responsibilities

• Provide leadership, guidance, training, and performance evaluations of the team.
• Promote teamwork and professional growth by fostering a positive and productive work environment.
• Enhance efficiency and customer satisfaction by developing and implementing team policies and procedures.
• Monitor and analyse key ticket metrics, identifying trends to surface improvements and report on performance.
• Ensure timely and accurate resolution of customer inquiries and technical issues.
• Meet service level agreements (SLAs) by managing support resources, including staffing and budgeting.
• Improve product offerings by collaborating with teams across Customer Success, Product Development, Sales, and Engineering to address customer feedback.
• Continuously improve the support function by staying updated on industry trends and best practices.
• Handle escalated customer issues and ensure effective resolutions.
• Build internal tools and workflows that improve how the team operates, including exploring how AI and automation can be woven into day to day support processes.

Requirements

• Commutable distance to NYC, you may be required to meet with customers and internal teams regularly.
• A consistent track record of successfully leading and empowering technical support teams, with experience managing and developing high performing individuals.
• Ability to get deep into a complex product, understanding how different components work together, why customers use them and how to translate that into effective support and leadership.
• Success

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