Technical Support Team Manager

Overview

In this role you will lead the Customer Support Team to deliver exceptional customer experiences while achieving operational performance goals. You will own day-to-day service delivery, handling inquiries, incidents and escalations within SLAs, and drive continuous service improvement. You will build strong cross-functional relationships to coordinate resolutions and influence customer outcomes. You will foster a collaborative, accountable culture that focuses on quality and customer-first outcomes, while leading strategic improvement initiatives.

Responsibilities

• Lead, develop and inspire the Customer Support team to deliver outstanding customer experiences and meet operational targets
• Own day-to-day delivery of Customer Support services, managing inquiries, incidents, complaints and escalations within agreed service levels
• Drive a customer-first culture prioritising quality, responsiveness and satisfaction, plus continuous service improvement
• Manage operational performance using KPIs, reporting, workforce planning and performance management processes
• Lead management of customer-impacting incidents and escalations with clear communication and coordination
• Use customer feedback and data trends to identify opportunities to improve experience and reduce effort
• Maintain effective relationships with internal stakeholders (Product, Technology, Sales, CRM, and other ops teams)
• Ensure compliance with policies, regulatory requirements, quality standards and documented procedures

Key requirements

• Experience building and maintaining relationships with internal stakeholders at varying levels
• Strong analytical and organisational skills
• Effective communication, persuasion, and stakeholder influence to deliver best customer outcomes
• Experience leading teams and driving operational performance
• Experience managing customer issues, incidents, complaints and escalations
• Experience using performance metrics and operational data to drive improvement
• Commitment to collaboration, accountability and continuous improvement
• Passion for delivering excellent customer service and outcomes

• relationship-building
• analytical thinking
• effective communication
• KPIs
• reporting
• workforce planning

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