Technical Support Team Manager

Overview

In this role you lead a high-performing Customer Support team and own both daily delivery and strategic improvements. You will ensure timely, quality service while supporting customer requests and escalations. You’ll drive a customer-first culture, leverage data to identify improvements, and partner with product, technology and other operations to deliver outcomes. This is a chance to shape service delivery at scale and foster a collaborative, accountable culture.

Pay / Benefits

• country specific benefits

Responsibilities

• Lead, develop and inspire the Customer Support team to deliver exceptional customer experiences and meet operational targets
• Own day-to-day delivery of Customer Support services, managing inquiries, incidents, complaints and escalations within service levels
• Drive a customer-first culture prioritising quality, responsiveness and continuous service improvement
• Manage operational performance using KPIs, reporting, workforce planning and performance processes
• Lead management of customer-impacting incidents and escalations with clear communication and resolution
• Use feedback, data and trend analysis to identify opportunities to improve customer experience and service delivery
• Build and maintain relationships with internal stakeholders including Product, Technology, Sales, and other operations
• Ensure compliance with policies, regulatory requirements, quality standards and procedures

Key requirements

• Experience building and maintaining relationships with internal stakeholders at varying levels
• Strong analytical and organisational skills
• Effective communication, persuasion and influence across stakeholders
• 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

• communication
• influence
• collaboration
• KPIs
• operational reporting
• workforce planning

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