Technical Services Manager

Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we have grown tremendously each year since launch. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

We are seeking a hands-on and strategic Technical Services Manager to lead Bevi’s Tier 1 Support team, responsible for delivering a world-class experience to both end customers and partner technicians.

This role reports to the Sr. Director of Technical Services, and will be responsible for being the front line for Bevi’s end customers and Partner Technicians, providing an outstanding customer experience along the way. The Technical Services Manager will work closely with Product and Engineering teams to identify and prioritize targets for improvement. The ideal candidate will embrace the Bevi core values, learning new skills, working across disciplines, and driving issues to resolution.

Your Day to Day

• Lead and manage a team of 10+ Tier 1 Technical Service agents (remote and in-office, Charlestown, MA)
• Oversee daily operations, including staffing, escalations, complaint resolution, and performance management
• Monitor and report on KPIs; use data to identify trends, drive improvements, and optimize team performance
• Foster an engaged, solutions-oriented culture through strong leadership, coaching, and recognition
• Maintain expert knowledge of Bevi products and technology to support issue resolution and guide your team
• Design and improve customer-centric workflows to elevate the support experience
• Implement systems and procedures aligned with compliance and business goals
• Meet or exceed service SLAs, KPIs, and customer satisfaction targets
• Partner cross-functionally with Product, Engineering, and Quality to relay critical insights and drive product improvement
• Conduct performance reviews, coach agents, and manage development plans or disciplinary actions as needed
• Lead team meetings, represent the Voice of the Customer, and ensure coverage via schedule management

Requirements

• 5+ years of experience managing a Technical Services team, preferably in the technical space supporting hardware and software products
• Cross-functional collaboration and coaching mindset a must!
• Strong understanding of workforce management, call arrival patterns, and scheduling for optimal coverage
• Experience leading large meetings with executive management to review trends and actionable insights from Technical Services
• Proven track record of leveraging data to solve problems, save call time, reduce cost, and mitigate headcount as the business scales
• Strong command of G-suite, Office, and other presentation tools
• Experience with Zendesk, Netsuite, and Salesforce a plus

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match, and environmentally responsible investment options
• Flexible PTO plus 12 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks, weekly catered lunch, and (of course) unlimited Bevi ... plus composting and terracycling, too
• Happy hours, team-building events, bagel breakfasts, Hero awards - and more!