Technical Customer Support Manager - Remote

Overview

The Technical Customer Support Manager will lead a global team of Customer Support Engineers, ensuring exceptional support for high-priority customers in a remote environment.

In Short

• Manage Tier 1, Tier 2, and Tier 3 Support Engineers.
• Oversee day-to-day operations in an omnichannel customer service model.
• Analyze data to improve customer support performance.
• Strengthen omni-service channels for enhanced customer experience.
• Collaborate with other Support Managers for optimal service delivery.
• Drive a culture of continuous improvement in support processes.
• Coach and develop support engineers through effective 1-1s.
• Monitor customer satisfaction and performance metrics.
• Utilize AI to enhance team productivity.
• Experience managing remote teams in a fast-paced environment.

Requirements

• 4+ years in customer support management, preferably in SaaS.
• 7+ years in a technical support role.
• 1+ years managing a fully remote team.
• Excellent communication and customer-facing skills.
• Ability to scale and manage omnichannel support services.
• Technical degree or relevant professional experience.
• Experience in motivating and retaining high-performing teams.
• Familiarity with IT Services, IAM, and DaaS is a plus.
• Project management experience is preferred.
• Ability to make data-driven decisions.

Benefits

• Work in a remote-first environment.
• Opportunity to lead a diverse global team.
• Professional growth and development opportunities.
• Access to tools and training materials.
• Collaborative work culture.