UK Technical Support Manager

2 weeks ago


London, Greater London, United Kingdom Exclaimer Full time

Job Title: UK Technical Support Manager

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About the Job:

We are seeking an experienced technical support leader to join our team in the UK. The ideal candidate will have a strong background in customer service and technical support, with experience in leading teams and managing processes.

Key Responsibilities:

  • Lead and manage the UK-based technical support team, ensuring exceptional customer service and high-quality support delivery.
  • Develop and implement strategies to improve operational efficiency, reduce costs, and increase productivity.
  • Manage SLAs, monitor performance, and take corrective action as needed.
  • Collaborate with cross-functional teams to drive process improvement initiatives and identify opportunities for growth.
  • Conduct root cause analysis for escalated complaints, identifying underlying issues and implementing corrective actions.

Requirements:

  • At least 5 years' experience in an operational leadership role in a B2B SaaS environment.
  • Strong understanding of technical support processes and systems.
  • Excellent analytical and problem-solving skills, with attention to detail and numerical accuracy.
  • Effective communication and leadership skills, with the ability to motivate and inspire teams.

Salary: £60,000 - £80,000 per annum, depending on experience.

Benefits:

  • Hybrid working arrangement.
  • Healthcare and life insurance.
  • 6 weeks' work-from-anywhere option per year.
  • Employee Assistance program.
  • Contributory retirement savings plan.
  • Opportunities for training & development.
  • Great team and culture.


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