Support Manager EMEA Region - Remote

Overview

The Technical Support Manager is responsible for the day-to-day operations of a team of technical support engineers, acting as a trusted adviser and escalation contact for partners while empowering the team to provide transformative experiences.

In Short

• Cultivate a high-performance, customer-centric support team.
• Drive team education, training, and development initiatives.
• Review support ticket quality and coach team members.
• Execute team objectives set by senior leadership.
• Analyze and improve internal processes for customer experience.
• Monitor team performance metrics and celebrate successes.
• Identify trends in support tickets and communicate with leadership.
• Guide and direct team leads.
• Perform other assigned duties.

Requirements

• 5+ years managing customer support teams, preferably in SaaS.
• 5+ years in technical service, IT, hardware, and software.
• Ability to create transformational experiences for customers.
• Organized, detail-oriented, and big-picture focused.
• Adept at communicating complex issues.
• Inclusive and engaging leadership style.
• High energy and action-oriented.
• Experience with Zendesk, Salesforce, or other ticketing platforms.
• Knowledge of Windows, Linux, and MacOS preferred.
• Bachelor’s degree in computer science or related field preferred.

Benefits

• Opportunity to lead a dynamic team.
• Engaging work environment.
• Focus on employee development.
• Flexible working arrangements.
• Access to training resources.