Senior Manager Technical Support

3M Company

Job Overview

Location

Denver, CO

Job Type

Full-time

Full Job Description

📋 Description

• Senior Manager, Support & Field Operations at Scotch (a 3M Company venture) owns the end-to-end customer support experience, including field installs, contractor support, and long-term technical support operations, playing a critical role in scaling support for a modern POS platform serving the $1.6T beverage alcohol retail market.
• Day to day, the role involves leading and developing Tier 2 and Tier 3 support teams, building and scaling an AI-first Tier 1 support function using tools like Intercom Fin, managing field contractor install operations, defining support infrastructure (SLAs, escalation paths, queue management, on-call), owning the support-to-product feedback loop, tracking KPIs (CSAT, resolution time, ticket deflection), partnering with Onboarding for smooth customer handoffs, and contributing to launch planning for new product releases.
• The team is part of Scotch, a fast-growing startup founded by leaders from Skupos (acquired 2023), Drizly (acquired by Uber), and engineering leaders from top tech companies, backed by $28M from VMG, First Round, Lerer Hippeau, Watchfire, and Toba Capital, and recognized by Forbes as a leader in liquor retail technology.
• In this role, the person can learn to build support systems from the ground up, scale operations in a high-growth environment, drive product improvements through customer feedback, gain deep expertise in retail technology and POS systems, and grow into a broader operations or customer experience leadership role as the company scales.

🎯 Requirements

• 5+ years of experience in customer support, technical support, or support operations
• 3+ years managing direct reports across tiered support organizations
• Hands-on experience deploying and optimizing AI support tools such as Intercom Fin, Ada, Forethought, or similar platforms
• Experience supporting or implementing POS systems or similarly technical hardware/software products
• Strong technical troubleshooting fundamentals, including networking basics (WiFi, routers, IP addressing, connectivity troubleshooting)
• Experience building SOPs, QA programs, training documentation, and operational processes across distributed teams

🏖️ Benefits

• $150,000 base salary
• Performance bonus tied to operational and support metrics
• Competitive equity package
• Comprehensive medical, dental, and vision coverage
• Unlimited flexible PTO
• Travel expenses fully covered

Skills & Technologies

Node.js

Android

Senior

Onsite

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3M Company

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About 3M Company

3M's Scotch brand produces pressure-sensitive tapes, adhesives, and office supplies including transparent, masking, duct, and packaging tapes, plus fasteners and sticky notes. Originally created in the 1930s for industrial and household bonding, the line now spans hundreds of products sold globally for crafting, shipping, repair, and organization. Sold through office, hardware, and e-commerce channels, Scotch innovations emphasize easy application, durability, and clean removal. The brand operates under 3M’s Safety and Industrial Business segment, contributing to the multinational conglomerate’s portfolio of science-based consumer and professional solutions.

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