Technical Support Manager
Role details
Job location
Tech stack
Job description
We are recruiting an experienced Technical Support Manager to lead our growing Customer Support team, based at our Stirling office. In this key role, you'll drive a high-performing, customer-focused culture and ensure we deliver an exceptional experience that truly delights our customers across our expanding portfolio of SaaS products. You'll bring strong leadership, coaching, and best practices to build a scalable support function whilst driving continuous improvement in processes and customer experience., Lead and develop a high-performing, scalable Customer Support function, fostering a customer-focused culture that consistently delivers exceptional serviceDriving performance and scalability through process evolution looking at AI and tooling.Hold regular one-to-one and team meetings to coach, develop and maintain high levels of engagement and performanceImplement strategies to improve quality, efficiency and scalability of the support functionDay to day line management of the team, including monitoring KPIs, conducting quarterly performance reviews and managing absence in line with company policiesCollaborate with the People team to manage hiring activities and lead the smooth onboarding and training of all new hiresEnsure a timely, high-quality level of support to customers, managing escalated issues effectively and professionallyAct as the primary escalation point for complex customer issues, ensuring timely, high-quality resolution and clear communication throughout the processMonitor SLAs and resource allocation to ensure contractual obligations are met and service levels remain consistentSupport clear and effective communication with customers and internal teams throughout the fault lifecycle, ensuring transparency and resolutionUse data and performance metrics to identify trends, measure productivity, and improve processesWork closely with other business leaders to identify opportunities for process improvement and contribute to product and release enhancementsCreate and maintain comprehensive documentation of Customer Support processes, ensuring accuracy and accessibilityEncourage knowledge sharing within the team to build a strong internal knowledge base and improve problem-solving capabilities We are looking for: 5+ years of experience in a Customer Support leadership role is essentialProven ability to coach, develop and inspire high-performing teamsExperience working with Salesforce or ServiceNow is essentialExperience in process improvement and change managementStrong problem-solving skills, administration skills and communication skillsExperienced in data analysis and reporting across metrics such as CSAT, NPS & SLA'sExperience in setting KPI's, monitoring performance and providing feedbackProficient in Microsoft Office 365 programmes
Requirements
The ideal candidate will have a passion for customer service and technology, strong people management skills and a proven ability to lead teams in fast-paced environments. We're looking for a collaborative leader with a positive, can-do attitude who thrives on problem-solving and delivering exceptional results.
Benefits & conditions
In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing. We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us. The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone's individuality is valued. View our candidate privacy policy here - CitNOW-Group-Candidate-Privacy-Policy.pdf (citnowgroup.com)
