Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
As the Manager of Technical Support Salesforce Integrations, you will lead a team of Technical Support Engineers (TSEs) who resolve complex technical inquiries and support enterprise customers across Docusign’s product portfolio, driving operational excellence and continuous improvement. You'll develop talent, optimize support operations, manage complex customer situations, and partner with Product, Engineering, and other cross-functional teams to improve the customer experience. This role is ideal for a manager who enjoys scaling teams, influencing business outcomes, and leading initiatives that improve both customer and operational success.
This is a people manager role reporting to the Senior Manager, Technical Support.
Responsibility
Lead, coach, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and continuous learning
Drive team performance through coaching, regular performance evaluations, talent development, and succession planning
Oversee support operations by monitoring key performance metrics, improving processes, and maintaining high standards for quality, documentation, and compliance
Lead the resolution of complex customer escalations and enterprise customer risks, partnering with senior leadership and cross-functional teams to drive successful outcomes
Partner closely with Product, Engineering, Customer Success, and other cross-functional teams to advocate for customer needs, influence product improvements, and enhance the end-to-end customer experience
Identify customer trends and systemic issues, using insights and operational data to drive continuous improvement across products, processes, and support operations
Lead hiring, onboarding, workforce planning, and employee development to build a scalable, high-performing organization
Champion the adoption of new technologies, including AI-enabled solutions and automation, to improve team productivity and operational effectiveness
Lead change management initiatives, helping teams successfully adopt new products, tools, processes, and business priorities
Contribute to strategic planning by using customer insights, operational metrics, and business needs to influence decisions and improve support outcomes
Job Designation
Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
What you bring
Basic
8+ years of experience in technical support, customer support, customer success, or a related customer-facing role supporting enterprise SaaS products
3-5+ years of experience leading and developing customer support or technical support teams, including performance management, coaching, and career development
Experience managing complex customer escalations and driving successful outcomes for enterprise customers
Proven experience leading teams in hybrid or remote environments and fostering a high-performing, collaborative culture
Experience using customer support platforms, CRM systems, reporting tools, and other technologies to improve team effectiveness and operational performance
Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience, with fluency in written and spoken English
Preferred
Experience supporting web-based applications or SaaS products, with a solid understanding of web technologies (e.g., REST APIs, JSON, XML, SOAP, or event-driven architectures)
Proficiency with customer support and case management tools such as Salesforce, Jira, or similar platforms
Experience with technical training, documentation, knowledge management, or creating self-service content
Familiarity with support operations, quality assurance, workforce management, and process improvement
Experience leading teams through organizational change, growth, or transformation
Experience with Docusign or similar agreement management platforms
Fluency in one or more languages in addition to English
Strong analytical and problem-solving skills with experience using support metrics and operational data to drive continuous improvement
Excellent communication, collaboration, and stakeholder management skills, with experience partnering cross-functionally with Product, Engineering, and other business teams
Life at DocuSign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
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