Technical Support Manager

Position: Technical Support Manager

Role: Hybrid/Milton Keynes

Salary: £60,000

Ingenio are currently partnered with an omnichannel customer engagement platform company that enable companies to build, grow, and retain strong customer relationships.

Our client is looking for a Technical Support Manager who will play a crucial role in ensuring the seamless functioning of the products and services and he/she will be the key bridge between customers and internal teams, ensuring a high level of customer satisfaction. Reporting into the Director of Operations, this role offers an exciting opportunity to lead a team, solve technical challenges, and drive customer success.

Responsibilities:

-Lead, mentor, and manage a team of 6 support professionals based across Ireland, the UK, Spain & the US.

-Provide exceptional customer support to clients, addressing their queries, issues, and concerns in a timely and effective manner.

-Utilise customer support data and metrics to identify trends, track performance, and implement data-driven improvements in customer service.

-Analyse and resolve complex customer issues and technical problems. Collaborate with the product development and technical teams to find solutions for customer-reported problems.

-Monitor and manage Service Level Agreements (SLAs) for support responses and issue resolutions. Ensure that the support team meets or exceeds agreed-upon response times and resolution deadlines.

Mandatory requirements:

-2+ years of experience in managing a customer facing tech support team in a SaaS/software/tech start up

-Familiarity with SaaS data integration products and mobile technologies is highly desirable

-Proven track record of delivering exceptional customer support and managing customer relationships.

-Experience with Zendesk, Jira, Hubspot, and similar tools required.

If you meet the requirements for this role, we would love to hear from you.

Please submit your CV to be considered for this exciting opportunity: [email protected]