Technical Support Manager

4 days ago


Edinburgh, Edinburgh, United Kingdom Adobe Full time

About Adobe

At Adobe, we're passionate about empowering people to create and deliver exceptional digital experiences. Our mission is to hire the best talent and create exceptional employee experiences where everyone is respected and has access to equal opportunity.

Job Summary

We're seeking a results-focused leader to join our EMEA Customer Support management team. As a member of our team, you'll provide leadership to our technical support teams, ensuring consistently high levels of service for customers who request technical assistance with our Analytics and Target solutions.

Key Responsibilities

  • Share the mission, vision, and core values of Adobe Customer Support with the team
  • Provide clear communications to the team on team objectives, service improvement initiatives, strategic direction, and organizational changes
  • Take ownership of direct people management activities, including agreeing objectives, measuring performance, and providing valuable feedback
  • Role model key behaviors and capabilities to ensure high-quality customer experiences
  • Use performance data to create action plans to improve organizational or individual performance
  • Collaborate with the wider Customer Success and Sales leadership team to ensure alignment in customer retention and advocacy initiatives

Requirements

  • Proven track record of leading a software and/or SaaS-based technical support team
  • Experience with developing and implementing Self-Service strategies, ITIL, or incident management
  • Excellent organizational skills, including prioritization, management, and multi-tasking
  • Strong mentoring and coaching skills to enable team members to deliver their best
  • Ability to balance customer needs with Adobe's business objectives and strategy

What We Offer

At Adobe, we offer a dynamic and inclusive work environment, competitive compensation, and opportunities for growth and development. If you're a results-focused leader with a passion for customer success, we encourage you to apply for this exciting opportunity.



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