Skip to main content
Search Jobs

Team Manager, Technical Services - Registry

Primary Location: United States - Remote Additional location(s): British Columbia - Remote

Location Details: Remote - Kentucky, Delaware, Florida, Illinois, North Carolina, or Virginia.

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or offsites.​

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

What you'll get to do...

We are seeking a Team Manager for our Technical Account Managers to join our Registry Customer Support team. This individual will take ownership and works alongside the Registry technical and operational organizations to provide world-class support and optimize Customer Experience, System Quality and Operational Efficiency.

  • Managing the daily operations of the Registry Support Team (RST)
  • Ensure all processes are documented, maintained and refined for continuous, reliable, repeatable, efficient processes
  • Adhering to established procedures & protocols to ensure superior customer satisfaction
  • Manage on-shore and off-shore teams for email, phone and ticket responses based on customer SLAs and productivity goals
  • Participating in the RST staffing process including recruitment, supervision, development, evaluation and discipline
  • Developing & maintaining policies & standards for maximizing RST effectiveness while minimizing costs
  • Safeguarding team alignment with stated goals, guidelines and objectives
  • Routinely offering support & mentorship to RST staff
  • Ensuring compliance with departmental budgets
  • Strong delegation skills and the ability to re-prioritize work based on situation
  • Ensuring team compliance with process & technical training requirements
  • Be an integral part in a team environment and act as central subject matter expert for more complex issues and customer inquiries
  • Assist in developing job aides and knowledge base articles for teams and customers
  • Determine employee skills/developmental needs and coach, counsel work with the management team on a plan to improve performance
  • Provide timely feedback to representatives regarding overall performance. Supervisor will meet with team members on weekly basis to provide coaching and/or one on ones, in addition to real - time coaching and normal daily interactions
  • Directly managing, or with Operational support, customer escalations to successful conclusion
  • Providing concise status reports on a regular basis
  • Drive strategic business decision making through detailed analytics, insights, and Real-Time reporting on Key Performance Indicators (KPIs) and financial results
  • Collaborates with other staff to research and resolve customer facing issues.
  • Collaborates with product managers and engineering team(s) to explain errors and/or recommend modifications in customer systems

Your experience should include...

  • College Degree or equivalent experience with a specific focus on the Internet and Customer Support
  • 2+ years managing a technical support organization supporting enterprise customers
  • Project management theory & demonstrated practical experience
  • Customer support experience as a Support agent
  • Strong organizational skills
  • Strong clear verbal and written communication and presentation skills is required
  • Strong Custom Relationship Management (CRM) strategy and service ethic
  • Excellent interpersonal skills and able to communicate with a wide range of clients
  • Excellent analytical, research, numeracy and problem-solving skills.
  • Strong decision-making skills and the ability to take the lead
  • Confident consultation skills demonstrating comfort approaching customers
  • Ability to explain complex information in simple terms and deliver clear and concise client recommendations
  • Ability to multitask and leverage escalation procedures.
  • A foundational understanding of Web Services, XML, and computer networking preferred but not required

We've got your back...

 

About us... GoDaddy Registry is one of the world’s largest and leading domain name registry providers empowering online innovation. We operate top-level domains (TLDs) on behalf of sovereign nations, city governments and global brands so that people worldwide can bring their ideas to life online.

With more than two decades of industry leadership to draw on, we serve as the Registry Operator for TLDs like .co, .us, .biz, and .nyc – and manage the backend technology for hundreds more. Our team is building a platform for future innovation and growth that will positively impact the entire global internet community. To learn more about us, please visit www.registry.godaddy.

GoDaddy is empowering everyday entrepreneurs around the world by providing all of the help and tools to succeed online. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us (https://aboutus.godaddy.net/about-us/overview/default.aspx.) 

 

GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information or any other basis prohibited by applicable country or local laws.

If you need help completing an application for a position with GoDaddy, please reach out to our Recruiting Team at myrecruiter@godaddy.com

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.

Job ID R016524

GoDaddy's compensation is local to where you are and may vary based on an individual's qualifications at the time of the offer. The anticipated annual base salary ranges for select locations are listed below:

  • New York City - $83200.00 to $104000.00
  • Colorado - $69200.00 to $86500.00


Sign up for job alerts.

Interested InSelect a job category from the list of options. Select a location from the list of options. Finally, click “Add” to create your job alert.

  • Customer Care Strategy & Technology, United StatesRemove
  • Customer Care Strategy & Technology, British Columbia, CanadaRemove