Senior Manager - Technical Support

Senior Manager - Technical Support

This leadership role sits at the heart of a global, 24/7 technical support organization responsible for delivering seamless, high-quality customer service across multiple channels including phone, chat, email, and portals. You will lead distributed teams, ensuring consistent performance, operational excellence, and an outstanding customer experience across complex enterprise products. The role combines strategic leadership with hands-on operational oversight, requiring close collaboration with engineering, product, and implementation teams. You will drive transformation initiatives, optimize support processes, and strengthen KPIs tied to customer satisfaction and efficiency. Acting as a key escalation point for high-impact clients, you will also play a critical role in incident management and executive communications. This is an opportunity to shape a high-performing, customer-centric support culture in a fast-paced, technology-driven environment with global reach and meaningful societal impact.

Accountabilities

In this role, you will lead end-to-end technical support operations across global teams, ensuring consistent service delivery, operational stability, and continuous improvement across all support channels. You will be responsible for building, mentoring, and scaling high-performing teams while fostering a culture of accountability, inclusion, and customer obsession. You will also collaborate closely with cross-functional stakeholders to resolve complex technical issues and enhance the overall customer experience.

• Lead recruitment, onboarding, coaching, and performance management of global technical support teams
• Oversee multi-channel support operations ensuring SLA adherence and high service quality
• Manage escalations, including high-priority client issues and critical incident communications
• Drive KPI performance across response time, resolution time, and customer satisfaction metrics
• Partner with engineering, product, and implementation teams to resolve systemic issues and improve processes
• Lead operational transformation initiatives and support integration of acquisitions into support workflows
• Ensure timely communication during incidents, maintenance events, and product releases
• Oversee reporting, analytics, and documentation to support leadership decision-making and operational visibility

Requirements

The ideal candidate brings strong leadership experience in technical support environments, with a proven ability to manage global teams and complex, high-pressure operations. You combine strategic thinking with hands-on execution, and you are skilled at building relationships across technical and non-technical stakeholders. You are confident managing escalations, improving processes, and driving measurable service outcomes.

• 5+ years of leadership experience in client-facing technical support or service operations
• Strong understanding of multi-channel support environments (phone, chat, email, portal)
• Experience with tools such as Salesforce Service Cloud and Jira
• Background in reporting and analytics tools such as Power BI or Salesforce reporting
• Proven ability to manage escalations and resolve complex customer issues
• Experience in hiring, performance management, coaching, and HR-related processes
• Strong communication, stakeholder management, and cross-functional collaboration skills
• Familiarity with Agile methodologies and large-scale support operations
• Certifications such as ITIL, AWS, Microsoft, or CompTIA are a plus

Benefits

• Competitive compensation aligned with leadership responsibilities
• 24/7 global operations exposure with international collaboration opportunities
• Remote-first work environment with distributed global teams
• Opportunities to lead strategic transformation initiatives
• Strong focus on professional growth, leadership development, and upskilling
• Inclusive and collaborative culture emphasizing employee engagement and wellbeing
• Exposure to enterprise-scale customers and mission-driven public sector impact