Technical Customer Support Manager (Remote)

Fully Remote (occasional travel required)

Keywords: Technical Support, Software Support Customer Service Manager, Customer Success Manager, , Software Platform, SaaS, PropTech, Accounting Technology.

My client is an award-winning software organisation. They have an unrivalled reputation, offer a fantastic working environment, look after their staff extremely well and are currently growing, so it’s a great time to join them!

Due to this growth, they have created a brand-new role for a Technical Customer Support Manager. The Technical Customer Support Manager will be instrumental in delivering my client’s exceptional service and support strategy. As they experience significant growth, this role is crucial in fostering a customer-centric culture and building a high-performing technical support team capable of meeting increased demands.

Technical Customer Support Manager – More Information And Duties

Team Leadership and Management

• Line manage and mentor the support team, fostering a culture of excellence and continuous improvement.
• Develop and implement training programs to enhance the skills and knowledge of the support team (with both a technical and customer experience focus).

Managing Onboarding > Support Transition

• Oversee the transfer of new clients from Implementation to Support, ensuring new clients are set up for success from day one.

Account Management and Point of Escalation

• Act as a point of escalation for customer issues, ensuring timely and effective resolution.
• Develop and maintain strong relationships with all clients, to ensure customer satisfaction, loyalty and advocacy.

Customer Experience Metrics

• Monitor, report, and action customer experience metrics to ensure high levels of customer satisfaction within the required SLA’s and KPI’s.

Process Improvement

• Conduct Customer Journey Mapping, identifying and optimising customer touchpoints to create a seamless and delightful customer experience.

Collaboration and Facilitation

• Facilitate collaboration between the support and development teams to ensure customer feedback is incorporated into product development.

Technical Customer Support Manager – Over to you! Our Ideal Candidate Will Have;

• 3-5 years’ experience in within the Support Function of a SaaS business with a proven track record of success in building strong client relationships and exceeding customer expectations.
• 3+ years’ experience within a Customer Facing Leadership role within SaaS, including dealing with escalations and complaints.
• Proven experience of leading high-performing customer / technical support teams.
• In-depth understanding of the SaaS Customer Journey.
• Experience with CRM Software
• Experience in leading process improvement within a SaaS environment.

We are looking for a Customer-Focused Support Leader from within the SaaS industry, who is passionate about process improvements, customer service and team development.

In return, my client offers the chance to play a key role within a growing company which is currently experiencing exciting growth. Each employee is truly valued and looked after, with benefits including a bonus, private healthcare, flexible and remote working, rising holiday, enhanced pension, dedicated training time and lots more. This role is fully remote, but travel may occasionally be required.

Sound interesting and something you would love to be part of? Apply today!

Integral Recruitment is acting as an employment agency in regard to this vacancy