Technical Support Manager

Who We Are

Xactus (pronounced ‘Zac-tus’) is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. With 12 operation centers across the U.S., Xactus works closely with our clients to digitally integrate a 360° approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy - while also closing more loans more quickly with greater profitability.

We provide a friendly work environment while also providing many opportunities for you to enhance your skills. We have a top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

Who You Are

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

The Benefits We Offer

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: “The people I work with treat each other with respect,” “I feel accepted by my coworkers,” and “The person I report to cares about me as a person.”

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more.

Summary

The Technical Support Manger oversees the department in ensuring the smooth operation of the support team and client satisfaction. The incumbent is responsible for managing, training and mentoring the support Team Leads and Representatives, monitoring the quality of support provided, and identifying areas of improvement to ensure the departments knowledge of the platform and services to provide our customer accurate and efficient support.

This position is full-time, Monday - Friday with hours from 8:30am to 5:00pm EST. Targeted compensation for this position is likely between $70-$90k but will be commensurate with experience. This position is full remote. We will provide equipment.

Essential Functions

The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

Essential Duties And Responsibilities

Team Leadership & Development

• Effectively lead and manage the technical support team, ensuring high levels of engagement and productivity.
• Mentor, coach, and develop team members to improve their technical skills and customer service capabilities.
• Conduct regular performance reviews, providing constructive feedback and identifying areas for growth.
• Ensure proper staffing levels to maintain service standards, including scheduling, workload distribution, and team structure optimization.
  
  

Customer Satisfaction

• Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of technical issues.
• Monitor customer feedback and key satisfaction metrics (e.g., CSAT, NPS) and implement strategies for improvement.
• Act as an escalation point for critical or complex customer issues, ensuring resolution meets or exceeds customer expectations.
• Develop and enforce service-level agreements (SLAs) and response times, ensuring customer requests are handled within agreed timelines.
  
  

Operational Efficiency

• Implement and maintain best practices for technical support processes, workflows, and tools to improve efficiency and service quality.
• Regularly analyze performance metrics, including ticket resolution time, first contact resolution (FCR), and backlog, to identify areas for operational improvements.
• Collaborate with cross-functional teams (e.g., engineering, product management) to ensure effective communication and swift resolution of recurring technical issues.
• Lead initiatives to reduce incoming support requests through proactive solutions (e.g., knowledge base updates, self-service tools).
  
  

Technical Expertise

• Stay up to date with the latest technology trends, software releases, and product updates to ensure the team is equipped to handle any technical challenges.
• Provide hands-on support when necessary for more complex or high-priority technical issues.
• Ensure the team has the necessary technical knowledge and training to support evolving products or services.
  
  

Continuous Improvement

• Drive continuous improvement initiatives across the support function, identifying opportunities to enhance processes, reduce support costs, and improve service quality.
• Utilize customer feedback, support analytics, and industry trends to implement changes that drive higher efficiency and customer satisfaction.
• Lead projects aimed at automating repetitive tasks and reducing manual effort, allowing the team to focus on more complex issues.
  
  

Reporting & Analytics

• Track, analyze, and report on key performance metrics such as resolution times, escalation rates, ticket volume, and team productivity.
• Provide regular reports to senior leadership, offering insights and recommendations for improving the overall technical support function.
• Implement systems to continuously monitor team performance and customer feedback, adjusting strategies as needed to achieve performance goals.
  
  

Collaboration & Communication

• Serve as a key liaison between the support team and other departments (e.g., engineering, IT, customer success) to ensure technical issues are addressed quickly and efficiently.
• Foster an environment of open communication within the team, ensuring that issues, challenges, and successes are shared in a constructive manner.
• Ensure clear, concise, and effective communication with customers and stakeholders regarding technical issues, solutions, and updates.