Key Responsibilities:

Team Leadership:

• Manage, coach, and develop a team of Support Engineers, fostering a collaborative and high-performing team culture.
• Conduct regular one-on-one meetings, provide feedback, and set clear objectives aligned with departmental KPIs and overall business goals.
• Identify training needs for team members and work with the Head of Technical Support, UK/ROW to develop personal development plans for all team members
• Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence.
• Provide consistent and relevant feedback for team members taking an active part in the QA process

Technical Support Operations:

• Oversee the day-to-day operations of the technical support team, ensuring timely and effective resolution of customer issues while developing and implementing best practices and standard operating procedures.
• Actively handle and resolve customer support tickets, balancing your own queue alongside managerial responsibilities.
• Conduct remote troubleshooting sessions directly with customers, addressing complex or escalated technical issues professionally and efficiently.
• Monitor key performance indicators (KPIs) such as customer satisfaction and resolution times and analyze customer feedback to identify opportunities for improvement in product design, documentation, and support processes.

Customer Relationship Management:

• Demonstrate outstanding written and verbal communication skills, exhibiting patience, empathy, and professionalism in all customer interactions.
• Proactively address escalated or challenging customer interactions, converting difficult situations into positive customer experiences and building strong relationships with key customers and partners.
• Escalate critical customer issues to appropriate internal teams and ensure timely resolution.
• Participate actively in quality assurance activities and audits, applying insights to drive continuous improvement.

Technical Expertise:

• Serve as a senior escalation point for your team, providing expert-level troubleshooting and root-cause analysis
• Manage incidents in real time collaborating with our engineering team to resolve, keeping engineers and customers informed on status and progress.
• Work with product teams to address common customer issues and provide feedback on required features and updates to improve the experience of our tool.
• Collaborate closely with internal teams (Engineering, Product, Customer Success and Sales) to address complex issues and advocate customer needs clearly and effectively.
  Maintain a deep understanding of the company's products and services.
• Stay abreast of industry trends and emerging technologies.
• Provide technical guidance and support to the team as needed.

Required Skills & Qualifications:

• 4+ years of technical support experience, including 1–2 years in a supervisory or team leadership role, preferably in a B2B SaaS environment.
• Proven ability to manage, mentor, and coach technical support teams, with a strong understanding of support operations, service delivery, and customer experience best practices.
• Hands-on experience troubleshooting email infrastructure, including Microsoft 365 (Exchange Online), Active Directory, and Google Workspace (Gmail), with demonstrated expertise in diagnostic log analysis and complex issue resolution. (desired)
• Strong analytical and problem-solving skills, with the ability to manage competing priorities and perform high-level data analysis in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to convey technical information to diverse audiences and a strong customer-focused approach.
• Proficiency with support platforms and tools such as Zendesk and Salesforce CRM.
• Attention to detail with numerical accuracy and ability to perform high-level data analysis
• MS-900 Microsoft 365 Fundamentals certification or similar (desired)
• ITIL certification (desired).

Please note that this role involves shift work, and your working hours may vary. Typical shift patterns include but are not limited to:

• 8:00 AM – 3:30 PM BG time
• 7:00 AM – 2:30 PM BG time
• 9:00 AM- 5:30PM BG time