Technical Support Director

2 weeks ago

Chester, Cheshire, United Kingdom Loftware Full time

Job Title: Technical Support Manager

Job Summary:

We are seeking a highly skilled Technical Support Manager to lead our customer support team. The ideal candidate will have a proven track record of managing high-performing teams, developing product expertise, and providing exceptional customer experiences.

Key Responsibilities:

  • Lead a team of Technical Support Engineers to resolve customer issues and provide exceptional support experiences.
  • Coach and develop team members to promote career growth and maintain support standards.
  • Ensure individual and team goals are met, and assist with navigating challenging incidents and customer escalations.
  • Participate in the hiring and onboarding process to grow the support team.
  • Serve as a thought leader, customer advocate, and partner to the team and customers.
  • Cultivate a culture of engagement, ongoing learning, and high performance.
  • Collaborate with other departments to optimize systems, processes, and customer solutions.
  • Train and coach the team to improve soft and hard skills.
  • Excellent hiring skills - ability to source, hire, and build out the team.

Requirements:

  • 2+ years of experience leading customer support teams in the tech or SaaS space.
  • 5+ years of customer support leadership or technical support leadership.
  • Experience hiring and training new employees. Successful track record hitting and maintaining ambitious metrics.
  • Supports a culture that celebrates wins, encourages autonomy, ownership, and transparency.

Soft Skills:

  • Strong leadership, problem-solving, and decision-making skills.
  • Independent thinker with the ability to perform under pressure.
  • Strong verbal, presentation, and written communication skills for both technical and non-technical audiences.

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