Technical Customer Support Manager

Jobgether

1d • Remote

About The Position

This role provides an exciting opportunity to lead and develop a high-performing technical support team while driving exceptional customer experiences across North America. You will manage daily operations, oversee critical escalations, and implement processes that improve operational efficiency and service quality. The position requires hands-on involvement in technical issue resolution, coaching, and mentorship of team members. Success in this role will be measured by team performance, customer satisfaction, and your ability to scale support processes effectively. You will partner with cross-functional teams to roll out new systems, provide insights to leadership, and contribute to a culture of continuous improvement. The ideal candidate thrives in a fast-paced, metrics-driven environment and is passionate about supporting customers and developing people.

Requirements

• 5+ years of experience in a technical support role serving external customers, preferably in a SaaS environment.
• 5+ years of direct customer-facing experience.
• 3+ years managing a technical team of 10+ people in a support function.
• Strong knowledge of Mac and Windows operating systems.
• Hands-on experience with POS software and supporting small business owners.
• Proficiency with Zendesk, Slack, Jira, and Notion.
• Excellent communication and leadership skills, with the ability to mentor and develop team members.
• Comfortable handling technical escalations and driving process improvements.
• Ability to work remotely in a quiet, distraction-free environment and travel occasionally.

Nice To Haves

• Experience collaborating with product and development teams is a plus
• Background in training and team development is advantageous.

Responsibilities

• Lead, coach, and develop a team of support agents through regular 1:1s, feedback, and performance management.
• Ensure the team consistently meets KPIs, with a strong focus on customer satisfaction and operational efficiency.
• Own and manage critical escalations, acting as the regional point of contact while collaborating with global teams.
• Monitor team capacity, plan hiring needs, and onboard new hires while driving continuous learning initiatives.
• Act as a subject matter expert on technical software, supporting both team members and customers.
• Provide regular insights to senior leadership on performance, trends, and improvement opportunities.
• Partner with product and development teams to implement new processes and systems across the region.
• Support hands-on resolution of complex L2+ technical issues when needed.

Benefits

• Private healthcare coverage, including dental and vision, with wellness support and online GP services.
• Competitive compensation with an Employee Share Purchase Scheme, pension, life assurance, and income protection.
• Flexible travel benefits including bike-to-work programs and tax saver transport tickets.
• Enhanced leave policies for fertility treatment, pregnancy loss, menopause, maternity, and paternity.
• Professional development opportunities, including online resources and LinkedIn Learning access.
• Relocation support with 3 moving days.
• Flexible, remote-friendly working arrangements and a collaborative, inclusive environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed