Technical Support Manager

3 weeks ago

Liverpool, United Kingdom Sowelo Consulting sp. z o.o. sp. k. Full time

Constantly expanding your horizons for greater success ?

Having proven leadership experience in a global technical support role ?


Great Please read on as we may have a job for you.


Located in the heart of Dubai, also operating in a remote model, our Client is a dynamic enterprise specializing in software development for the FinTech industry.


As the Technical Support Manager you'll manage a team of 20, Tier 1, 2 and 3. You will lead and inspire worldwide technical support team to ensure outstanding customer service. You'll manage everything from handling support tickets and resolving incidents to enhancing processes and developing the team's capabilities.


Your tasks will include:

  • Formulate and implement a global support strategy that aligns with the business goals.
  • Ensure a consistent and high-quality support experience is maintained across all regions.
  • Cultivate and lead a culture centered around customer obsession and excellence within the global technical support team.
  • Manage daily operations to ensure compliance with SLAs, KPIs, and quality standards.
  • Optimize support processes and workflows for greater efficiency and effectiveness using tools like Zendesk, Jira, Klaus, and Workforce Management.
  • Use data and analytics to identify trends, measure performance, and make informed decisions to refine support operations.
  • Develop and implement an effective self-service strategy utilizing the knowledge base and chatbot system; monitor usage to identify improvement areas.
  • Work closely with Product, Engineering, and other teams to champion customer needs and enhance product experience.


To be a good fit for the Technical Support Manager role, you will have:

  • Demonstrated leadership in technical support and operations on a global scale.
  • Experience with Zendesk
  • Knowledge of Jira, Klaus, and Workforce Management.
  • Deep knowledge of support strategies and best practices.
  • Superb problem-solving abilities and sound decision-making skills.
  • Excellent communication and interpersonal skills.
  • Enthusiastic about customer service and committed to providing exceptional support.
  • Must be fluent in English and nice to have proficiency in another language.


Our Client offers:

  • Work for a company developing unique FinTech services and products
  • Fully remote opportunity
  • Permanent contract or B2B collaboration
  • A diverse and international work culture
  • Support for professional growth and career development


Sounds interesting? Send us your CV by applying on this page.

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