Team Manager

The Team Manager is responsible for supervising a team of Cloud Support Technicians, coordinating day-to-day operations to ensure consistent execution of assigned tasks and team performance goals. This role supports operational efficiency, provides frontline coaching, and fosters a positive team culture while ensuring adherence to established processes and service standards.

This role has a direct impact on team performance by providing guidance, real-time support, and escalation handling for routine issues, while following established practices and identifying opportunities for incremental process improvements within the team.

Job Functions & Responsibilities:

Assign and monitor team workload against established KPIs on a day-to-day basis, ensuring team goals are met and operational standards are consistently achieved
Provide coaching, guidance, and support to team members to improve performance and build capability based on established procedures. Provide support and guidance for annual training, certifications, or other technical skill sets required to support the Cloud Services environment.
Promote SquareTrade’s core values and reinforce a positive, accountable team culture through consistent frontline leadership
Act as an escalation point for routine team issues, providing real-time support and resolving operational or customer challenges, escalating more complex issues as needed
Provide input to leadership on system, workflow, and process improvement opportunities to support team efficiency
Develop and manage Development Action Plans for team members based on KPI performance and customer feedback, supporting ongoing performance management
May need to work various shifts depending on company need

Bachelor’s degree or equivalent experience, and 3+ years of experience in a technical or operations environment with some responsibility for team support or coordination
Experience working in a fast-paced, process-driven environment (experience with M365 and/or Microsoft Cloud support services preferred)
Demonstrated ability to support team performance against KPIs and operational goals
Experience providing coaching, feedback, and support to team members
Basic analytical and problem-solving skills with the ability to resolve routine issues using established procedures
Ability to collaborate with peers and escalate issues appropriately to address operational challenges
Must be US-based

At SquareTrade you'll have access to:

Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
Up to 4% company match into 401(k) and contributions into your company-sponsored pension
$75/month budget to help prioritize your physical wellbeing
$80/month stipend to subsidize connectivity costs
Mental health resources including free 1:1 therapy, coaching sessions and digital resources
Supportive leave policies
Flexible Time Off Policy in addition to 9 Company Holidays
Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
Various corporate perks and discounts

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $55K-$85K (based on experience & qualifications)

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.

The candidate(s) offered this position will be required to submit to a background investigation.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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